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In the Teams tab you can create, manage, or deactivate teams within the platform. Teams are used to organize agents within the multi-agent panel (MAP) and facilitate conversation assignment and management.

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Create a team

1

Team name

Enter the team name.The team status will be automatically set to active.
2

Assign users (optional)

You can add users directly to the team during creation.
3

Configure visibility permissions

Define the team’s visibility permissions.
This configuration is exclusive to Enterprise clients, as it allows managing additional channels such as:
  • Instagram posts
  • Facebook posts
  • Email support from the MAP

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Using teams within the MAP

Teams are created exclusively to organize agent support within the multi-agent panel. This allows you to:
  • Distribute conversations among different work groups.
  • Manage support queues by team.
  • Assign supervisors or managers per group.

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Deactivate a team

If you need to deactivate a team:
  1. Go to the corresponding team.
  2. Toggle off the status switch.
Once deactivated, the team will become inactive and will stop participating in conversation assignment.