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A team is a group of AI agents that share a channel. One of them answers first, and when the customer’s need falls outside its role it transfers the conversation to a teammate — without the customer having to repeat themselves.
Teams here are teams of AI agents, not queues of people. There is no rota, no round-robin, and no human assignment. Routing between members is decided by the AI itself, based on what each agent says it handles.

The Teams list

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Why build one

One enormous prompt covering sales, billing and technical support tends to do all three badly. Three focused agents each do one thing well. A team lets you keep them separate while the customer experiences a single conversation, as the empty state puts it:
Group agents into a team so a customer can be handed off between them without losing context.

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Create a team

AI → Teams, then + New team. The wizard has three steps.
1

Basics

“A team lets several specialist agents serve one channel. One agent answers first and hands the conversation to a teammate when the topic fits them better.”Give the team a Name (required) — for example Support Squad — and an optional Description.
2

Members

“Pick the specialists on this team, then choose who answers first. Teammates route by each agent’s description — a missing one makes transfers unreliable.”Click an agent to add it. Use the star pill to set which one Answers first — the first agent you pick becomes the entry agent by default, and you can change it.An agent with no description raises a warning here — “Teammates route by this description. Add one line about what this agent handles.” Fill in the inline box that appears with it, something like Refunds, charge disputes, invoices. It’s saved onto that agent when you create the team.
3

Channel

Pick a channel under Serve a channel now (optional), or leave it on — not yet — and connect one later from the team page.Tick Tell the customer when the conversation is handed over if you want a line sent before each transfer. The default message is Connecting you to {agent}…, where {agent} is replaced with the receiving agent’s name.
Click Create team.
A channel can be served by only one agent or team at a time. If the channel you pick is already bound to an agent, the team is still created but the channel isn’t connected — remove the existing binding first, then connect the channel from the team’s Channels tab.

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How a transfer works

Each member is told who its teammates are and what they handle — that’s why descriptions matter so much. When the customer asks about something clearly outside its role, the answering agent hands over, giving a reason.
  1. The customer writes in, and the entry agent replies.
  2. The conversation turns to a topic another member owns.
  3. If Tell the customer when the conversation is handed over is on, the handover line goes out.
  4. The teammate replies in the same turn — the customer doesn’t wait through an extra round trip.
  5. A pill appears in the inbox timeline: ⇄ Sales transferred to Billing — "customer asked about an invoice".
Guardrails keep this sane:
  • Agents are told not to transfer back to the teammate who just transferred to them.
  • Only enabled agents on an enabled team can receive transfers.
  • After a couple of hops in one turn the conversation pauses for a human instead of bouncing again, so a badly described team can’t ping-pong a customer.
Write each member’s description as the list of topics it owns, not as a personality. “Refunds, charge disputes, invoices” routes well. “A friendly and helpful billing expert” does not.

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Managing a team

The team page has five tabs.
A diagram of the routing — the connected channel, then the agent that Answers first, then its teammates. Underneath sit health warnings with a Fix link on each, covering the ways a team quietly stops working: no channel connected, the entry agent disabled, members with no description, or the team itself switched off.A strip shows how many transfers happened in the last 7 days and which member received the most.
“The starred member answers first on connected channels. Teammates route by each agent’s description, so keep them short and specific.”Add a member from the dropdown, remove one with the button on its row, or click the star to change who answers first. Changes here save immediately — there’s no Save button.You can’t remove the entry agent directly: “Pick another member to answer first before removing this one.”
Connect and disconnect channels. Only channels that aren’t already served appear in the dropdown. With no channel connected, the team “only replies where it is connected” — that is, nowhere.
Every transfer, with When, Transfer (From → To) and Reason given by the AI. This is the fastest way to find out that your billing agent is picking up shipping questions, and which description needs tightening.
Name, Description, the Team is active checkbox, and the handover message. Unlike the other tabs, this one has a Save bar.Unticking Team is active stops members transferring to each other; connected channels are then answered by the entry agent alone.

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Rules worth knowing

  • An agent can belong to only one team. Adding it to a second one is refused with “An agent is already a member of another team.”
  • A channel can be served by one agent or one team, never both.
  • A team connects through its entry agent. Change who answers first and the channel follows automatically.
  • Deleting a team removes the channel connections it created; bindings you made yourself on individual agents survive. The confirmation spells this out.

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Next steps

Bind agents to channels

How bindings decide which agent answers where.

Behavior and handoff

Handing off to a person rather than another agent.