Teams

Teams let you group agents so conversations can be routed to the right group rather than a specific individual. This makes routing more resilient; if one agent is unavailable, another team member picks it up.

Creating a team

1. Go to Settings → Teams → New team
2. Enter a team name (e.g. Sales, Support, Billing)
3. Add agents to the team
4. Save

Assigning conversations to a team

Manually: in the conversation panel, click Assign → Team and choose a team.

Automatically: use an automation:

• Trigger: Conversation created
• Action: Assign team → [team name]

See Automations for the full setup.

Round-robin distribution

When a conversation is assigned to a team, Kerabie uses round-robin to give it to the next Available agent on the team. The cycle resets when all agents have been assigned once.

If no team member is Available, the conversation stays in the team queue until someone comes online.

Team inbox

Agents see conversations assigned to their teams in the Team section of the conversations inbox, alongside their personally assigned conversations.

Multiple teams

An agent can belong to multiple teams. They receive conversations from all teams they're on, in the same shared inbox.

Removing agents from a team

1. Go to Settings → Teams → [team name]
2. Click the × next to an agent's name
3. Save

Any conversations currently assigned to that team remain assigned to the team; they are not unassigned from existing members.