Teamsbeginner

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.

May 12, 20263 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.”)
  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.

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

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