Teams are now available: organize your agents into specialized groups and let AI automatically route each chat to the right team based on their area of expertise.

What changed

• Teams: Group agents by function (Sales, Support, Returns, etc.) with descriptions that guide AI on when to route each chat
• Default General Team: Every workspace has a General team that acts as a safety net when AI cannot determine the right team
• Automatic routing: Your AI Agent reads the customer’s query + your team descriptions and decides which team it belongs to
• Team filters: In Chats, filter by team to see only the conversations assigned to you

Who it’s for

• Teams with multiple agents who want to organize their inbox
• Businesses that need automatic routing by specialty (technical, sales, support)
• Anyone looking to improve conversational quality

Requirements

✅ At least 2 agents in your account

✅ Active and trained AI Agent (for automatic routing)

✅ Administrator access

Important note

If you don’t use teams, everything works exactly as it does today. Your team