Settingsbeginner

Create a team

Build a new team — pick a name, add initial members, optionally link an opening hours rule. The team becomes available for routing automations and SLA scoping immediately.

3 min read

Create a team

Build a new team from scratch. By the end you’ll have a working team with members, ready to be referenced in routing automations and SLA assignments.

Before you start

  • Admin permissions on Teams (Teams → Create / Delete permission)
  • A clear answer to “what does this team handle?” — name and description should make this obvious
  • The users who’ll be initial members already exist in Settings → Users (invite them first if not)

Steps

  1. Open Settings → Teams.
  2. Click New team.
  3. Fill in:
    Name — descriptive (e.g. Phone Support, EU Email). See naming guidance in What are Teams?.
    Description — optional context. (“Handles inbound voice support across Norwegian, Swedish, and English speakers, weekdays 9-17 CET.”)
    Default outbound email — optional. Select which team-owned active email channel should be prefilled as the From address when agents create a new email conversation for this team.
  4. Add initial members — multi-select from the user list. Members are the agents who’ll be assigned conversations through this team.
  5. Save.

The team appears immediately in the team list. It’s now available as a target for automations (Assign to team X), SLA assignments, Monitor filters, and analytics breakdowns.

If a team has multiple active email channels and no default outbound email, the New Conversation dialog leaves From empty and agents must explicitly pick the outbound email channel before sending.

When voice is in scope

If your tenant uses Atender Voice, creating a team can also create a TaskRouter worker entry for each member (so they can receive voice calls routed to the team). This happens automatically as a non-blocking side-effect of team creation. If voice routing isn’t being set up correctly post-creation, check Voice settings — the worker sync may have errored silently.

Next steps after creation

A new team typically needs one or more of these wired up:

Verify it worked

  1. Open a conversation, go to assignment, search for the new team — it should appear as an assignment target.
  2. Check that members can see assigned conversations in their inbox.
  3. If voice is in scope, test that a call routed to the team rings the right agents.

Patterns that work — example team setups

Customer support team for a multi-region company

  • EU Support — Email — EU agents who handle email — Linked to EU Hours opening rule, EU-tier SLA
  • EU Support — Voice — EU agents who take calls (overlapping with above) — Linked to EU Hours, voice-specific SLA
  • APAC Support — APAC agents (one team for all channels) — Linked to APAC Hours
  • Premium — Highest-tier specialists — No opening hours (always on)

Specialist support team

  • Tier 1 General — Frontline agents — Default routing target
  • Tier 2 Technical — Senior technical agents — Escalation target
  • Billing Specialists — Finance-savvy team — Routed by content (auto-tagged “billing” → assign to this team)

Troubleshooting

  • Symptom: Team created but conversations aren’t routing to it automatically. Fix: Creating a team doesn’t auto-create routing. Build an automation with the assignment as an action.
  • Symptom: Members see “no permission” when trying to handle conversations assigned to the team. Fix: Team membership doesn’t grant conversation-handling permissions — the user’s role does. Verify the members have a role with conversation permissions. See What are Roles and Permissions?.
  • Symptom: Created two teams with similar names; the wrong one is being targeted by automations. Fix: Rename one for clarity, or update the automation to reference the correct team explicitly.

See also

Tags

How ToGetting Started
Back to Settings