Organise customer conversations with teams
Keep Sales, Support or different locations organised with their own teams. Choose who can read and answer each team's conversations, and send new work to the right people.
Use manual claiming, round robin or balanced assignment. Working hours, leave, breaks and work limits help control who receives new conversations. Team members can share saved replies, mention a colleague privately and transfer work with a note.
Team performance brings reply times, resolution times and customer ratings together on eligible plans. Start in Settings > People and teams.
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