Skip to main content

​
What are teams?

Teams are groups of agents that can be assigned conversations together. When a conversation is assigned to a team, Swiftsell automatically routes it to an available member of that team using round-robin distribution — ensuring even workload spreading without manual assignment.

​
Creating a team

  1. Go to Settings → Teams.
  2. Click New Team.
  3. Enter a Team Name (e.g., “Sales”, “Technical Support”, “Billing”).
  4. Click Create.

​
Adding members to a team

  1. Open the team you created.
  2. Click Add Members.
  3. Search for and select workspace members to add.
  4. Click Save.
A member can belong to multiple teams. When a conversation is assigned to a team they’re in, they’re included in the round-robin rotation for that team.

​
Removing members from a team

  1. Open the team.
  2. Click the × next to a member’s name.
Removing a member from a team does not remove them from the workspace or from other teams.

​
Assigning a conversation to a team

From Live Chat, open a conversation and click Assign → Team, then select the team. The conversation is routed to the next available agent in that team’s round-robin rotation. You can also route conversations to teams automatically using the Talk to Agent block in an automation — select the team instead of an individual agent.

​
Deleting a team

  1. Go to Settings → Teams.
  2. Click the … menu next to the team.
  3. Select Delete.
Deleting a team does not affect the members — they remain workspace members. Conversations previously assigned to the team remain assigned to the individual agents they were distributed to.