# Teams

Group operators into teams or stores with members, a leader, escalation contacts and optional scheduling.

*Release 3.3 · admin, supervisor*

**Settings › Teams** · **Settings › Email › Team Settings** · **Settings › Scheduling › Team Settings**

## What it is

**Settings › Teams** groups operators within a website account. A team has members, a leader and optional escalation contacts. A **Store** team can also carry store and location details.

## Who uses it and why

Users with the **Settings** or **Manager** role and the required team permissions maintain teams and memberships. Supervisors organise coverage, select escalation contacts and review team activity.

## Where to find it

Open **Settings › Teams** in the main settings menu; editing requires the **Settings** or **Manager** role and the required team permissions. Use **Settings › Email › Team Settings** with the **Settings** role for team ticket pinning, and **Settings › Scheduling › Team Settings** with the **Settings** or **Scheduling** role for appointment availability, subject to delegated permissions.

## How it works

1. Create a team and enter **Team Name**.
2. Choose **Type**, either **Team** or **Store**.
3. Add **Members** and select a **Leader**.
4. Add **Escalate To** contacts and any store, location or image details.
5. Save the team.

Membership changes update the team and synchronise relevant scheduling information when scheduling is used. Team lists and summaries show the resulting membership and activity.

## Configure it

Configure team identity and membership in the team editor. Turn on **Enable Scheduling** when the team should offer appointments, then maintain its scheduling choices separately.

In **Settings › Email › Team Settings**, enable **Pin to Operator who Creates New Ticket or First Responds** if tickets for the team should stay pinned to that operator. This is separate from permission for an operator to pin tickets manually.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Type | Settings › Teams | team | Team in the editor |  | Selects Team or Store. |
| Enable Scheduling | Settings › Teams | team | Off |  | Enables appointment scheduling for the team. |
| Members | Settings › Teams | team | Not set |  | Selects the operators in the team. |
| Leader | Settings › Teams | team | Not set |  | Selects the team leader. |
| Escalate To | Settings › Teams | team | Not set |  | Selects the operators available as escalation contacts. |
| Pin to Operator who Creates New Ticket or First Responds | Settings › Email › Team Settings | team | Off | Settings role | Pins a team email ticket to its creator or first responding operator. |
| Available Appointments Per Timeslot | Settings › Scheduling › Team Settings | team | Default: based on available team operators | Settings role, Scheduling role | Sets the team's available appointment count per time slot. |
| Unavailable Schedule | Settings › Scheduling › Team Settings | team | Not set | Settings role, Scheduling role | Defines dates when the team is unavailable for appointments. |
| Buffer Time | Settings › Scheduling › Team Settings | team | Unknown | Settings role, Scheduling role | Sets the gap between appointments booked through the team link. |
| Duration | Settings › Scheduling › Team Settings | team | Unknown | Settings role, Scheduling role | Sets the team's appointment duration. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Team Name | Settings › Teams | Yes | Names the team. |
| Store Name | Settings › Teams | No | Records the store name for a store team. |
| Description | Settings › Teams | No | Describes the team. |
| Team Image | Settings › Teams | No | Selects a team image. |
| Latitude | Settings › Teams | No | Records the team's latitude. |
| Longitude | Settings › Teams | No | Records the team's longitude. |
| Address | Settings › Teams | No | Records the team or store address. |

### Permissions

| Permission | Lets you |
|---|---|
| Manager | Create, edit and delete teams within permitted access. |
| Settings | Manage teams when the Teams section is allowed. |
| Settings › Teams | Allow access to team settings. |
| Scheduling | Access team appointment availability in Scheduling settings. |

## Limits and good to know

The editor requires a team name, at least one member and a leader. **Team Name** is limited to 128 characters and cannot contain commas. New-team duplicate names are checked without regard to case. Description and store name fields allow up to 255 characters.

Latitude and longitude must be valid coordinates. Empty coordinate fields are saved as zero by the editor.

A team cannot be deleted while a **Chat Link** references it. Remove the team from that link first. Disabling an operator can remove them from team memberships, so review coverage afterwards.

## Depends on and works with

### This feature uses

- **Requires** [Operator accounts](ADM-007.md): Team memberships refer to operator accounts.
- **Configured in** [Roles and permissions](ADM-008.md): Roles and delegated permissions govern administration.
- **Configured in** [Business hours and scheduling](ADM-016.md): Team appointment duration, capacity and unavailable periods are maintained in scheduling settings.
- **Configured in** [Email ticket handling and statuses](CHN-026.md): Email Team Settings controls automatic ticket pinning for the team.
- **Works better with** [Image and font libraries](ADM-019.md): Image assets supply the team image.
- **Works better with** [Chat links](CHAT-030.md): Chat links can target a team and prevent its deletion until those references are removed.
- **Related** [Website, channel and subsite access](ADM-009.md): Review website grants separately because team membership does not grant website access.
- **Related** [Departments](CHAT-006.md): Configure channel routing separately when conversations should reach a particular team.

### Used by

- **Configures** [Visitor location](VIS-005.md): Store-team coordinates provide the comparison point for nearby-store selection.
- **Configures** [My Look operator avatar choices](CON-011.md): Custom items can be restricted to particular teams.
- **Configures** [Teams Overview and Manager Mode](CON-022.md): Team membership and leadership determine which team views are available.
- **Configures** [Departments](CHAT-006.md): Team membership and location support team routing.
- **Configures** [Taking and pinning conversations](CHAT-011.md): Team email settings can pin tickets to the operator who creates them or first replies.
- **Configures** [Saved responses](CHAT-015.md): Team membership and team leadership govern team responses.
- **Configures** [Dispositions](CHAT-019.md): Dispositions can be restricted to selected operator teams.
- **Configures** [Team chat](CHAT-027.md): Team membership controls access to a team's messages.
- **Configures** [Chat links](CHAT-030.md): Team membership determines the operators available for a team-targeted link.
- **Configures** [Appointment booking for visitors](VX-023.md): Team membership affects team appointment targets.
- **Configures** [Chat links for visitors](VX-024.md): Teams provide a link targeting option.
- **Configures** [Proactive chat invitations](ENG-004.md): Event team choices restrict human selection.
- **Configures** [Visitor event alerts for operators](ENG-008.md): Team membership supplies selected recipients.
- **Configures** [Virtual Assistant task setup](ENG-009.md): Team choices can restrict operator task selection.
- **Configures** [Task integrations, appointments and embedded pages](ENG-017.md): Scheduling can be limited to selected teams.
- **Configures** [Email event rules and actions](ENG-022.md): Team membership and team pinning settings affect automatic ticket transfers.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Team membership determines assignment destinations, and team email settings can pin tickets automatically.
- **Configures** [Ticket sources and email event automation](CHN-032.md): Transfer actions use the teams and members configured in Teams.
- **Configures** [Voice queue and call offers](RTC-003.md): Selected team membership constrains assignment.
- **Configures** [Telephone directory and number blocking](RTC-016.md): Directory entries can be associated with teams.
- **Configures** [Company Shows with prerecorded videos](RTC-029.md): Team filtering follows the show creator's current team membership.
- **Configures** [Remote camera registration and access](RTC-033.md): Team selections support camera filtering.
- **Configures** [Team comparison reports](REP-005.md): Team and store definitions and membership provide the organisational groups.
- **Configures** [Service Overview performance comparisons](REP-015.md): Team definitions and membership determine the team scope available for performance comparisons.
- **Configures** [Service Overview dashboard](REP-016.md): Team membership and team leadership affect Teams Overview access and scope.
- **Configures** [Reports Dashboard and business filters](REP-018.md): Team definitions and membership determine the available team filter and permitted team scope.
- **Configures** [Operator templates](ADM-011.md): Template team assignments must refer to teams in the selected website.
- **Configures** [Importing and exporting operators](ADM-012.md): Imported team assignments must match teams available in the website.
- **Configures** [Business hours and scheduling](ADM-016.md): Team records set scheduling enablement and the membership used for team appointments.
- **Configures** [File library](ADM-017.md): File entries can be associated with website teams.
- **Enhances** [Knowledge Base connections for AI](AIP-009.md): Weaviate requests can include the assigned operator's team context.
- **Enhances** [Saved responses as AI knowledge](AIP-011.md): Team ownership accompanies the uploaded article.
- **Enhances** [Operator accounts](ADM-007.md): Team memberships add assignments that are removed in the selected website when an operator is disabled.

## FAQ and troubleshooting

### Why will the team not save?

Check the name, at least one member, the leader and any coordinates. Remove commas from the name.

### Why can I not delete a team?

A **Chat Link** may reference it. Edit the link and remove the team before deleting.

### Why is a ticket automatically pinned?

Check **Pin to Operator who Creates New Ticket or First Responds** in the team's email settings.

### Does adding a member grant access to the website?

Website access is configured separately on the operator account. Review both membership and website grants.

### Why did a member disappear?

Check whether the operator was disabled or their membership was changed.