Home Setting Up Your Account Creating and managing teams

Creating and managing teams

Last updated on Jun 05, 2026

Creating and managing teams

Teams in Konversio let you group agents together so you can route conversations, set up automations, and manage workload by department or function — for example, a Sales team, a Technical Support team, or a Billing team.

What teams are for

Teams serve two main purposes:

  • Routing — conversations can be assigned to a team rather than a specific agent, letting anyone on that team pick them up.
  • Grouping — reports and filters can be scoped to a team, giving team leads visibility into their group's workload.

An agent can belong to multiple teams. A conversation can only be assigned to one team at a time.

Creating a team

  1. Go to Settings > Teams.
  2. Click Create new team.
  3. Enter a team name and, optionally, a description.
  4. Click Create Team.

After creation, you are prompted to add agents to the team. You can skip this and add agents later.

Adding agents to a team

  1. Go to Settings > Teams and click the settings icon next to the team.
  2. Select Settings, then go to the Agents tab.
  3. Search for agents by name and add them.

There is no limit on how many agents can belong to a team. Removing an agent from a team does not affect their account — they simply stop receiving team-based assignments from that team.

Assigning a conversation to a team

Inside any open conversation, use the Conversation Actions panel on the right side. Under Conversation Team, select the team from the dropdown. You can also change the assigned agent at the same time.

When a conversation is assigned to a team, all members of that team can see it in their Conversations view if they have the relevant inbox access.

Team-based automation

Teams become more powerful when combined with automation rules. Common examples:

  • Route all conversations from a specific inbox to a team automatically.
  • Assign conversations with a certain label (e.g., "billing") to the Billing team.
  • Send a specific auto-reply when a conversation is assigned to a team.

To set this up, go to Settings > Automation and create a rule with Assign a Team as the action. See the automation documentation for the full rule syntax.

Deleting a team

Go to Settings > Teams, click the settings icon, and select Delete Team. Deleting a team does not delete the agents in it or the conversations previously assigned to it. Those conversations will show no team assignment going forward.

Practical team structure

For small teams (under 10 agents), a single default team is often enough. As you grow, structure teams around the natural split in your support workflow — usually by product area, language, or customer tier. Avoid creating too many teams early; it adds routing complexity before you have the volume to justify it.