Important note:<\/strong> If you don’t use teams, everything works exactly as it does today. Your General team will receive all chats automatically.<\/p>\n\n\n\n In the sidebar menu, go to Settings<\/strong> \u2192 Users<\/strong> \u2192 Teams<\/strong>.<\/p>\n\n\n\n You’ll see a list of existing teams. All workspaces have a default General<\/strong> team that cannot be deleted (but can be renamed).<\/p>\n\n\n\n Click Create team<\/strong>.<\/p>\n\n\n\n A form will open with 3 required fields:<\/p>\n\n\n\n Field 1: Name<\/strong> Give your team a clear name. Examples: “Technical Support”, “Sales”, “Returns”, “VIP”.<\/p>\n\n\n\n The name will appear in the console and in chat filters.<\/p>\n\n\n\n Field 2: Members<\/strong> Select at least one person to belong to the team. Use the selector to search for and add agents.<\/p>\n\n\n\n You can add or remove members at any time (except from the General team, which must include everyone).<\/p>\n\n\n\n Field 3: Description<\/strong> This is the most important part. The description acts as an instruction for the AI<\/strong>: it explains in which exact cases this team should receive chats.<\/p>\n\n\n\n Examples:<\/p>\n\n\n\n Tip:<\/strong> Be specific and avoid overlapping descriptions. If two teams have similar descriptions, the AI can get confused and make erratic decisions. Monitor performance in the first few days.<\/p>\n\n\n\n You can customize which message the customer receives when transferred to your team based on availability:<\/p>\n\n\n\n If agents are connected and available:<\/strong> “A member of our {team_name} team will assist you shortly.”<\/p>\n\n\n\n If no agents are connected:<\/strong> “Our {team_name} team is not available right now. We’ll contact you when they connect.”<\/p>\n\n\n\n If you leave these fields empty, default messages will be used.<\/p>\n\n\n\n Click Create team<\/strong>. From that moment on, the team is active and your AI will begin routing chats based on the description you configured.<\/p>\n\n\n\n When a customer starts a chat, your AI Agent reads:<\/p>\n\n\n\n Example:<\/p>\n\n\n\n The General team acts as a safety net in 2 cases:<\/p>\n\n\n\n You don’t use teams:<\/strong> If you don’t create custom teams, all chats go to the General team and the functionality is identical to today.<\/p>\n\n\n\n In the Chats<\/strong> section, you can filter by team. The dropdown selector shows:<\/p>\n\n\n\n You can combine filters: “Show chats from Technical Support team + agent Maria” (AND logic).Puedes combinar filtros: “Mostrar chats del equipo Soporte T\u00e9cnico + del agente Mar\u00eda” (l\u00f3gica AND).<\/p>\n\n\n\n 1. Clear and specific descriptions<\/strong> The more precise your description, the better the routing will be. “Receives inquiries about X, Y, Z” is better than “General support team”.<\/p>\n\n\n\n 2. Don’t overlap teams<\/strong> Avoid creating two teams with very similar criteria. If Technical Support and Premium Support have similar descriptions, the AI might misassign chats.<\/p>\n\n\n\n 3. Monitor in the first few days<\/strong> Manually review some chats after implementing teams. If you see the AI is misassigning, adjust the descriptions.<\/p>\n\n\n\n 4. Train your AI Agent<\/strong> The more context your AI has about your business, the better it will route. Train it with URLs, documents, or Q&A about your processes.<\/p>\n\n\n\n 5. Keep the General team updated<\/strong> If you rename the General team, make sure the name remains intuitive. Example: “General Inquiries” is better than “Default”.<\/p>\n\n\n\n There is no maximum limit. Create as many as you need. But remember: more teams means more descriptions to maintain and monitor.<\/p>\n\n\n\n Yes. The same agent can be part of Technical Support and Sales if they have the skills for both.<\/p>\n\n\n\n The AI will make decisions based on its own judgment. It might misassign the chat. That\u2019s why it\u2019s important to be specific and monitor the results.<\/p>\n\n\n\n No. It is mandatory in all workspaces and acts as a fallback. However, you can rename it.<\/p>\n\n\n\n No. The General team always includes all agents in your workspace.<\/p>\n\n\n\n No. Chats that have already been assigned stay where they are. Only new chats will use the updated description.<\/p>\n\n\n\n Chats assigned to their team wait in the queue until they connect. They are not automatically redirected to another team, unless the AI cannot determine which team the chat belongs to.<\/p>\n\n\n\n Yes. There are optional fields to customize messages depending on whether agents are available or not.<\/p>\n\n\n\n No. For automatic routing, you need to have your AI Agent active. Without AI, you would need to manually assign chats to teams.<\/p>\n\n\n\nHow to Create a Team Step by Step<\/h2>\n\n\n\n
Step 1 \u2014 Go to Teams<\/h3>\n\n\n\n
![\"Secci\u00f3n](\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/10\/equipos-seccion-usuarios-1.webp-1-1024x463.webp\")
<\/figure>\n\n\n\nStep 2 \u2014 Create a New Team<\/h3>\n\n\n\n
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![\"Formulario](\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/10\/equipos-crear-formulario.webp-1024x463.webp\")
<\/figure>\n\n\n\nStep 3 \u2014 Configure Transfer Messages (Optional)<\/h3>\n\n\n\n
![\"Configuraci\u00f3n](\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/10\/equipos-mensajes-transferencia.webp-1024x467.webp\")
<\/figure>\n\n\n\nStep 4 \u2014 Save<\/h3>\n\n\n\n
How Teams Work in Practice<\/h2>\n\n\n\n
Automatic Routing by AI<\/h3>\n\n\n\n
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General Team as Fallback<\/h3>\n\n\n\n
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Chat View by Team<\/h3>\n\n\n\n
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![\"Filtro](\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/10\/equipos-filtro-chats.webp-1024x464.webp\")
<\/figure>\n\n\n\nBest Practices<\/h2>\n\n\n\n
Frequently Asked Questions<\/h2>\n\n\n\n
How many teams can I create?<\/h3>\n\n\n\n
Can an agent belong to multiple teams?<\/h3>\n\n\n\n
What happens if my team description is unclear?<\/h3>\n\n\n\n
Can I delete the General team?<\/h3>\n\n\n\n
Can I remove agents from the General team?<\/h3>\n\n\n\n
Are chats automatically reassigned if I change a team\u2019s description?<\/h3>\n\n\n\n
What happens if an agent isn\u2019t connected?<\/h3>\n\n\n\n
Can I customize the message when I transfer a chat to a team?<\/h3>\n\n\n\n
Do teams work without an AI Agent?<\/h3>\n\n\n\n
Need Help?<\/strong><\/h2>\n\n\n\n