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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Available Endpoints