How do I route conversations to a team instead of one person?

A team is a group your conversations can be routed to, so anyone on it can pick the work up, rather than routing to one specific person. Routing to a team is separate from assigning to a person: putting a team on a conversation does not stop your AI from answering it, only assigning it to a specific teammate does that.

Create a team

1. Go to Settings, then Inbox, then Teams.
2. Click New team.
3. Give it a name and an optional description of what it handles.
4. Save.

Add and remove members

1. On the team's row, click Add member.
2. Pick from your teammates who are not already on it.
3. To remove someone, click the small x next to their name on the team's member list.

Anyone in your organization with an admin or advisor role can join a team.

Route a conversation to a team

1. Open the conversation.
2. Click the team control in the header, it shows the current team or "No team".
3. Pick a team, or pick "No team" to clear the routing.

Deleting a team

Deleting a team does not touch its conversations, they stay open and keep whatever assignee they had, they just lose the team tag and return to the unassigned queue.