> This page is for Omni Channel. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Teams > Group agents into teams, set how each team receives conversations, and learn how conversations get a team. A team is a named group of agents, for example Sales or Support. You assign a conversation to a team, and the agents of the team handle it. An agent can be a member of more than 1 team. A team can also assign its conversations to its own members by itself. > **Note** > > Only administrators can open the **Teams** settings page and create, change, or delete a team. All agents can see the teams in the lists where they assign a conversation. An agent sees only the conversations of the inboxes and teams of that agent. In this page, `{account_id}` is the number of your account in the dashboard URL. ## The Teams page Open **Settings** > **Teams** at `/app/accounts/{account_id}/settings?tab=teams`. The page shows 1 row for each team. Click **Add Team** at the top to create a team. If the account has no team, the page shows **No Teams** and a **Create Team** button. ![The Teams page shows each team with its auto assignment and offline agent settings.](/_fern-img/fbc8fc3a5150425d72b8acc7144c2eccbf54b5234df24490639ed4663e27b6c0.webp) | Column | What it shows | | ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | | **Team** | The name of the team. | | **Description** | The description of the team. The column shows a dash when the team has no description. | | **Auto assignment** | **On** or **Off**. The value shows if the team assigns its conversations to its members by itself. | | **Offline agents** | **On** or **Off**. The value shows if the team also assigns to agents who are offline. The column shows a dash when **Auto assignment** is **Off**. | | Actions | 2 icon buttons: **Edit team** and **Delete**. Point to an icon to see its name. | ## Create a team #### Open the form Click **Add Team**. The **Create Team** panel opens. It has 3 steps: **Create**, **Add Agents**, and **Finish**. #### Enter the details Fill in the fields that the next table describes. Click **Next**. #### Add the agents Select 1 or more agents. Use the search box to find an agent. Click **Next**. The system creates the team and adds the agents. #### Finish The panel shows **Your team is ready!**. Click **Finish**. You must select at least 1 agent. The **Next** button stays off until you select an agent. ## Edit a team Click the **Edit team** icon in the row of the team. The panel has 3 steps: **Team details**, **Edit Agents**, and **Finish**. The first step has the same fields as the create form. The second step shows the current members. Select or clear agents, then click **Next**. The panel shows **Team updated successfully!**. Click **Done**. ![The Team details step has the name, the description, and the two auto assignment settings.](/_fern-img/9b263739d8f9eef491002c65c78b68e89226bb102b5262ef192d7ad957c99130.webp) The first step of the create form and of the edit form has these fields: | Field | What it does | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Team name** | The name of the team. It is required and must have at least 2 characters. The name must be unique in the account. The system saves the name in lowercase letters. | | **Team Description** | A short text about the team. It is optional. | | **Allow auto assign for this team** | Turn it on to let the team assign conversations to its members by itself. It is on by default. | | **Also assign to offline agents** | Shows only when **Allow auto assign for this team** is on. Turn it on to let the team assign to agents who are offline. It is off by default. The text under the label says that agents with the status Busy are still skipped. | ## Delete a team Click the **Delete** icon in the row of the team. Type the team name to confirm. Click **Delete**. > **Warning** > > Do not delete a team if its conversations must keep the team. If you delete a team, the system removes the team from all conversations of that team. The conversations stay open and keep their agents. ## How conversations get a team A conversation has no team until someone or something sets one. A conversation can have 1 team at a time. These actions set the team: * An agent selects a team with **Assign team** in the conversation details. * An agent selects many conversations in the list and assigns them to 1 team. * An automation rule runs the action **Assign a Team**. * A [workflow](/omni-channel/workflows) runs the action **Assign a team**. * Your own system sends a team through the [developer API](/omni-channel/api/conversations). Each change adds an activity message to the conversation. When the team of a conversation changes, the system checks the agent of the conversation. If that agent is not a member of the new team, the system removes the agent. If the conversation then has no agent and the team has auto assignment, the system picks a member. The next section explains the rule. ## How a team assigns conversations The settings of the team and the settings of the inbox work together. A team assigns a conversation to a member only when all of these are true: * **Allow auto assign for this team** is on. * The inbox has **Enable auto assignment** on. See [Inboxes and channels](/omni-channel/inboxes). * The conversation is open and has no agent. The system picks from the agents who are members of both the team and the inbox. It picks 1 agent at a time in turn, so each member gets a similar number of conversations. If the team has auto assignment off, the system does not assign the conversation to anyone. An agent or an administrator must assign it. ### Which agents the system can pick The availability of the agent decides who the system can pick. An agent sets the **Availability** in the profile settings: **Online**, **Busy**, or **Offline**. | Setting of the team | Who the system can pick | | ---------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Also assign to offline agents** is off | Members who are **Online** and present. A member is present when the dashboard is open, or when **Mark offline automatically** is off. | | **Also assign to offline agents** is on | All members who are not **Busy**. This includes members who are **Offline** and members who have no dashboard open. | A member counts as busy when the status of the member is **Busy**. The system never picks a busy member, also when **Also assign to offline agents** is on. An agent can set **Busy** to stop new conversations. A member counts as offline when the status is **Offline**. A member also counts as offline when **Mark offline automatically** is on and the dashboard is not open. If the system cannot pick a member, the conversation stays without an agent. ## Related * [Inboxes and channels](/omni-channel/inboxes) * [Workflows](/omni-channel/workflows) * [Overview](/omni-channel/overview)