Teams

The Teams API allows you to programmatically manage user teams within your organization. Teams are used to organize users, manage permissions, and automate task assignments, making it easier to handle customer support and insights effectively.

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Overview

Teams in our system enable:

• Permission Management - Control access to features and data based on team membership
• Support Hours & Team Assignment - Define support schedules and automatically route customer inquiries to the right team
• Automated Task Assignment - Automatically assign customer insights and AI recommendations to specific teams
• Team Organization - Structure your support and operations teams efficiently

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Assignment pacing

Teams on the Least busy assignment strategy can space out the sessions they hand to each agent. Set auto_assign_interval_seconds on the team to either 0 to turn pacing off, or any whole number of seconds from 15 to 3600. With pacing on, an agent receives the first waiting session right away and then at most one more per interval, so a sudden queue does not land on one person all at once. Sessions that have to wait are assigned to the next agent who becomes available. In the dashboard the same setting appears as Assignment pacing under Settings → Teams.

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Telephony policy

Create and update accept the following optional fields. Reads return the effective stored settings. Updating requires teams:write; reading requires teams:read. Omitted policy fields preserve existing values. null restores inherited organization wrap-up; 0 disables it for the team’s calls. Pacing applies when a call is routed to a team destination: callers wait for that team, with one agent offered each call at a time. The organization ring percentage applies when pacing is off. See team queues and distribution for eligibility, fairness, timeouts, and settings captured for existing calls.

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Available Endpoints

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Team categories

Create categories in Settings → Teams or with Create category. Use List categories to find category IDs. Team reads include category_id, which is null for an uncategorized team. Create and update accept an optional category_id belonging to the same workspace. Send null to clear it; omit it on update to preserve it. An unknown category or one belonging to another workspace returns 400. Categories organize the team list and do not affect assignment or call routing. Office hours assigned through support_office_hours_id must belong to the current workspace. An unknown, malformed, or foreign schedule returns 400 without changing the team. Send null to restore the workspace default; omit the field to preserve its current value.