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Teams let you group the agents working on a chatbot or AI Agent into smaller units (Sales, Support, Billing, etc.) and use them throughout the live chat experience. A conversation can have a team assigned independently of the agent assigned to it. The agent is the individual responsible; the team adds organizational context (useful for routing, filtering, and notifications).

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Creating a team

  1. Open your chatbot or AI Agent.
  2. Navigate to Settings > Teams.
  3. Click New team and fill in:
    • Name — required, must be unique within the chatbot.
    • Description — optional context for the team.
    • Color — picked from a fixed palette; used as a visual badge in the inbox.
    • Members — multi-select of project members who have conversation access.
  4. Click Create team.

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Assigning a conversation to a team

In the conversations inbox, open any conversation. In the right-hand sidebar you’ll see a Team field. Pick a team from the dropdown to assign it to.

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Filtering by team

To filter conversations by team, open the filter drawer in the conversations inbox and select the team(s) you want to filter by.

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Team-scoped notifications

In Settings > Notifications > Personal notifications, you can enable to receive notifications when a conversation is assigned to a team you are a member of.