Manage team settings and assignments

You can control the conversations that agents and teams have access to so they can resolve conversations more efficiently. Advanced and Enterprise plan members can also automatically route messages to a specific team, to make sure that conversations don't get missed.

Don't have your teams set up yet? See Create, edit, or delete a team.

Route messages and set queue options

Choose which conversations individual teams or agents can access and specify whether they can filter and sort the queue.

1. In Inbox, select Settings, and then select Admin settings.
2. Expand Queue, select Team settings.
3. Point to the actions area next to a team and select Edit .
4. Business, Advanced, and Enterprise plan members can limit the conversations that team members can see. To do this, select the This team can only see conversations which have been assigned to it checkbox.

   Note: If an agent on a team has access to channels outside their team and you select this option, some conversations may not be visible to them. If you don't select the option, team members will see all conversations, not just those routed to their team. This feature is not available to Professional plan members.

5. Advanced and Enterprise plan members can enable individual routing which will restrict the number of new conversations that any agent in the team can be assigned at any given time. Select the Limit how many conversations each agent can be assigned checkbox, and specify the number of new conversations that can be assigned to an agent at any one time. This limit applies across Inbox, regardless of any other settings you have configured.

   Individual routing assigns new conversations to online agents based on their current availability. The system calculates this by subtracting an agent's open conversations from the maximum number you specify, then routes the new conversation to the agent with the most availability. If multiple agents have equal availability, the conversation is assigned to one of them at random.

   Enabling this setting also changes what agents can see in the queue:

   • New/All conversations queue: Agents only see conversations that have been auto-assigned to them, up to the cap you set. They cannot browse unassigned conversations in the queue.
   • Resolved queue: Agents only see their own resolved conversations, not those resolved by other team members.
   • Search: Agents can still find any conversation, including ones outside their assigned cap, by using search
6. To control how agents can view and sort conversations, set the following options:
• Select the Use any of the queue filters checkbox to allow agents to view and filter conversations. If you clear this checkbox, agents can see all unassigned conversations, and their owned conversations. They cannot see conversations owned by other team members.
• Select the Change the sorting order of the queue checkbox to allow agents to sort the queue by newest, oldest, new, or pending conversations. If you clear this checkbox, you can set the sort order for the team.