Teams
Teams group attendants around a support scope — a channel, a product, or a department. When a Conversation is escalated to Human Support, it can be directed to a specific Team instead of an individual. Creating and configuring Teams requires themanager or owner Role. Members with the attendant, trainer, or manager Role can be added to a Team.
- Collective visibility — all Team members see the unassigned Conversations in the shared queue
- Automatic distribution — the platform distributes Tickets among available members without manual intervention
- Multiple channels per Team — a Team can handle WhatsApp, Instagram, Widget, Telegram, and Slack simultaneously
- Member in multiple Teams — the same attendant can belong to more than one Team and receive Conversations from all of them
Round Robin
Round-robin mode distributes Tickets in sequential rotation among Team members. The system maintains a rotating pointer: each new Ticket goes to the next member in the queue.| Member | Weight | Expected distribution |
|---|---|---|
| Ana | 1 | 33% of Tickets |
| Bruno | 1 | 33% of Tickets |
| Carla | 1 | 33% of Tickets |
In the current version, offline members are not automatically skipped in round-robin. To avoid assignments to absent attendants, temporarily remove them from the Team or use the Least load mode, which only considers active Conversations.
Status and Responsibility
The distribution mode defines who receives each Conversation and when:- Round-robin — Tickets are assigned in sequential rotation, regardless of each member’s current workload
- Least load — each new Ticket goes to the member with the fewest open Conversations at the time; in case of a tie, the system chooses whoever received the oldest Ticket
- Manual — Tickets arrive unassigned and any Team member can claim them through the Inbox
Manual mode is recommended for Teams that need visual triage before taking a case — for example, specialized support teams where complexity determines who should handle it.