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Teams are groups of teammates that conversations route to, such as “Returns” or “Wholesale”. Assignment decides who inside a team owns each conversation.

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Create a team

In Settings > Helpdesk > Teams, create a team, give it a name and an emoji, and add teammates (invite them under Settings > Teammates first). For each team you can also set:
  • Business hours: the workspace default or another schedule.
  • Notify: everyone on the team when a conversation arrives, or only the assignee, once assigned.
  • Team signature: used as {{ team.signature }} in reply templates.

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How conversations are assigned

Pick an assignment method per team, or leave it on the workspace default set in Settings > Helpdesk > Assignment:
  • Manual: conversations wait in the team view until someone picks them up.
  • Round robin: each conversation that needs a person goes to the next available member in turn.
  • Balanced: goes to whoever has the fewest open conversations, up to their capacity. Set a Capacity per member so nobody is overloaded.
Conversations the AI Agent is answering are assigned to Aide; they reach a team when Aide hands off or a routing rule sends them there.

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Workspace assignment defaults

In Settings > Helpdesk > Assignment:
  • Self-assign on reply (on by default): replying to an unassigned conversation assigns it to you.
  • Unassign when returning to Aide: Return to Aide clears the assignee.
  • Reassign when a member goes away: open conversations on a member who sets themselves Away move back to their team’s queue.
  • Automatic away after: minutes of inactivity in the dashboard before a member is marked Away, off by default.
  • Default method for teams without one.

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Your availability

Set yourself as away from the sidebar, with a reason: busy, in a meeting, on a break, done for the day, out of office or sick. Round robin and balanced assignment skip away members. With Reassign when a member goes away on, your open conversations go back to your team’s queue while you’re away, so someone else picks them up. With Automatic away after set, members are also marked away on their own after that many minutes without activity in the dashboard.