Teams, Roles & Permissions
Teams
How teams fit into Convot for grouping agents, and what is available today versus coming soon.
Teams are a way to group agents into named units like Technical Support, Onboarding, or Billing. They give you a vocabulary for organizing a larger support org and are the foundation for team-level routing.
Team management in the dashboard is not available yet. Today, conversations are assigned to individual agents, and routing rules target individual agents. If you want to approximate team workflows now, use the options below. Full team creation and management is on the roadmap.
Organizing your team today
Until team management ships, you can get most of the benefit with features that exist now:
- Per-agent routing rules - assign conversations to specific agents based on app, channel, tags, keywords, or business hours. See Auto-assign rules.
- Saved views - create a shared, filtered inbox queue (for example, “Billing questions” by tag) that the right people watch. See Saved views.
- Tags - label conversations by area so they can be filtered and routed.
Roles vs. teams
Roles (owner, admin, agent) control what a person can do across your whole organization. Teams (when available) will be about grouping people for routing and reporting, independent of their role. For roles today, see Roles overview.
Next steps
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