Skip to main content
Two small structures keep a busy Inbox organized: teams decide who gets a conversation, and tags say what a conversation is about. Both live under Team management and are managed by admins.

​
Teams

A team is a named group of users (“Sales”, “Support”) with a color and an optional description.
1

Open Teams

Go to Team management, then Teams.
2

Click Create team

Give it a name, a color, and an optional description.
3

Add people with Manage members

You can also manage membership from the other side, on a user’s row in Users.
The Teams screen: each team's members, active agents, open conversations, and activity Teams are what conversations get routed to:
  • Transfer rules can send a conversation to a specific team (or teammate) instead of letting the AI decide. See Human handoff.
  • Handing off in the Inbox offers the same choice of team.
  • Assignment rules (under Team management) control how chats are distributed among a team’s available agents: round robin or random.
  • Metrics can be filtered by team, and tags can be scoped to one (below).
Deleting a team removes its members from it. The people stay in your organization and their other teams.

​
Tags

Tags are colored labels on conversations: “VIP”, “Billing”, “Complaint”. Create them under Team management > Tags. Each tag has a name, one of nine colors, an optional description, and a scope: General (all teams) or one specific team, chosen at creation. A team’s tags only appear on that team’s conversations, so Support’s labels do not clutter Sales. The Tags screen: general tags and per-team tags as colored badges Apply them from a conversation’s details panel in the Inbox (+ on the Tags card), and filter the conversation list by tag. Two things make tags useful:
  • The AI applies them too. Write a clear description of what the tag means. It is fed to the AI, and the agent will tag conversations on its own as it works them.
  • They are your operational filter. “Show me every open Complaint” is one tag filter away.
Deleting a tag removes it from every conversation that uses it.