Team-Based Routing

Teams let you group agents into functional units - for example, a Sales team, a Technical Support team, and an Onboarding team. You can then route specific conversations to the agents in a given team.

How team routing works today

Convot’s routing rules currently target individual agents rather than teams directly. To route to a “team,” create a routing rule for each agent in the team:

1. Create a rule targeting a condition (e.g., keyword = “billing”).
2. Add an “Assign to agent” action for your billing specialist.

Or combine the load-balanced default with rules that target a specific agent for high-priority traffic, letting everyone else go to the general pool.

Creating a team

Teams are managed under Settings → Team. Currently teams are available as an organizational grouping:

1. Go to Settings → Team.
2. Use the Teams section to create a team and add members.
3. Give the team a name (e.g., “Technical Support”).
4. Add team members and assign their team role (owner, admin, or member within the team).

Team roles vs. organization roles

Team roles and organization roles are separate:

• Organization roles (owner/admin/agent) control what a person can do across the whole product.
• Team roles (owner/admin/member) control team-level management within that specific team.

A person can be an Agent at the organization level but a Team Owner within their own team.

Using teams with saved views

While team-level routing rules are pending, you can create a saved view filtered to conversations assigned to specific agents (your “team”) and share it with the group. All members of the virtual team see the same filtered queue.

See Saved views for setup instructions.

Next steps

• Auto-assign rules
• Inviting your team
• Roles and permissions