> ## Documentation Index
> Fetch the complete documentation index at: https://help.ciarem.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams and tags

> Group your people into teams that receive conversations, and label conversations with tags your team and the AI apply.

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.

<Steps>
  <Step title="Open Teams">
    Go to **Team management**, then **Teams**.
  </Step>

  <Step title="Click Create team">
    Give it a name, a color, and an optional description.
  </Step>

  <Step title="Add people with Manage members">
    You can also manage membership from the other side, on a user's row in **Users**.
  </Step>
</Steps>

<img src="https://mintcdn.com/ciaremaai/cNtTcjF_a4GWWvTG/images/ciarem-help-teams.png?fit=max&auto=format&n=cNtTcjF_a4GWWvTG&q=85&s=f5587158e1464c1334a19c0b768debfb" alt="The Teams screen: each team's members, active agents, open conversations, and activity" width="1568" height="782" data-path="images/ciarem-help-teams.png" />

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](/ai-agent/human-handoff-and-escalation).
* Handing off in the [Inbox](/using-ciarem/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](/using-ciarem/reports-and-exports) 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.

<img src="https://mintcdn.com/ciaremaai/cNtTcjF_a4GWWvTG/images/ciarem-help-tags.png?fit=max&auto=format&n=cNtTcjF_a4GWWvTG&q=85&s=f69590a641009c4dac7795921928ab4a" alt="The Tags screen: general tags and per-team tags as colored badges" width="1568" height="782" data-path="images/ciarem-help-tags.png" />

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.