Teams and assignment

Go to Settings → Teams & assignment.

Teams

Group teammates into teams, for example Sales and Support.

Automatic assignment

• Round robin — conversations go to teammates in turn.
• Balanced — the teammate with the fewest open conversations gets the next one.

Only available teammates receive conversations, and you can set a maximum of open conversations per person.

Assignment rules

Rules decide which team gets a conversation (the first rule that matches wins).

Office hours

Set your office hours and holidays. They are used for reply-time expectations and in workflows.

Reply targets (SLA)

Set targets for the first reply and the next reply. Missed targets are checked every minute, shown in reports and can send you a notification.