Manage teams and categories

Open Settings → Teams to find and manage teams in your workspace. Viewing this page requires Teams read permission. Creating categories, editing teams, and deleting teams require Teams write permission.

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Find a team

Search by team name, description, or category name. Select Filters to narrow the list by Support status or Category. Search and filters work together. Remove a filter using its label or select Clear filters in the filter menu. The table shows Team, Support status, Category, and Actions. Labels beneath the team name show its member count and, for support-enabled teams, office hours and assignment settings. Existing team settings remain available in the editor.

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Organize teams into categories

1. Select Create category and enter a name, such as Telephony or Chat.
2. Select the pencil beside a team, or select Add Team to create one.
3. Choose a Category and select Save when editing. You can also create a category from this picker.

Each team can belong to one category. Choose Uncategorized to remove its category. Categories belong to the current workspace and remain available even if no team uses them. Reusing a category name, ignoring capitalization and surrounding spaces, reuses the existing category. Categories organize teams in this list. They do not change team membership, support availability, session assignment, or call routing. A category called Telephony does not enable calling for its teams.

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Edit or delete a team

Select the pencil to open the existing team editor. Use Details for settings or Members to manage membership. Select the red trash icon to request deletion. The confirmation names the team and describes the membership impact. Cancel leaves the team unchanged; Delete confirms the action.

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Choose session assignment order

Session assignment order is available for native OpenCX ticketing after a workspace admin turns on Enable session priority under Settings → Workspace → Session priority. The workspace setting is off by default. Editing the team requires Teams write permission. It is not connected to external ticketing integrations.

1. Select the pencil beside a team and open Details.
2. Enable support and select Least busy assignment.
3. Choose Session assignment order and select Save.

Waiting starts at handoff when available, otherwise at session creation. Priority follows the workspace’s Priority order, including custom levels. The initial order is Urgent, High, Medium, Low, then None. Workspace admins can move custom levels above standard levels or reorder the standard levels; None stays lowest. SLA ordering considers outstanding first-reply, next-reply, and resolution deadlines. Earlier deadlines come first, including overdue deadlines. Paused, completed, and snoozed SLA timers do not contribute a deadline. Sessions without an outstanding deadline follow those with one at the SLA comparison step. The order applies within this team by default and preserves agent availability, capacity, office hours, and assignment pacing. It does not change who already owns a session, manual assignments, or live-call routing. Settings take effect on subsequent assignment passes. Choose Longest waiting to return to the existing behavior. For example, Priority first puts a new Urgent session ahead of an older Low session. SLA first puts the Low session first if its outstanding deadline is earlier. A custom VIP level placed above Urgent takes precedence under Priority first. Under SLA first, the deadline still takes precedence. Set priority before assigning a session to the team when using a workflow. Turning Enable session priority off returns teams to Longest waiting without erasing their saved assignment order. Re-enabling restores that order. Configure this setting in the dashboard. It is separate from the Inbox’s display sort.

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Prioritize across teams

Workspace admins can enable Prioritize across Priority-first teams under Settings → Workspace → Session priority. This requires Enable session priority and native OpenCX sessions. It is off by default. When an agent serves several Priority first teams, automatic assignment compares the eligible waiting sessions across those teams using the workspace priority order, then SLA deadline and waiting time. Each team keeps its own assignment delay, availability and capacity settings. A session the agent cannot currently receive does not block eligible work in another team. Teams using SLA first or Longest waiting do not participate in this comparison. Set all teams you want compared to Priority first. Explicit agent assignments and sessions already owned by an agent are unaffected. Turning either workspace priority switch off restores per-team assignment; saved priorities and team settings remain.

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Configure teams with Companion

Companion can create teams with their settings, manage team names and membership, and change support enablement, office hours, assignment strategy, assignment pacing, and call settings. It can also create and list team categories, assign a category, or clear it. It follows your permissions; team changes require Teams write access. For example, ask: “Create a Telephony category and assign the Sales team to it” or “Set Support to least-busy assignment with 30 seconds between assignments.” Companion can look up categories and office hours before assigning them. Unmentioned settings stay unchanged. See the team tools for the supported fields.