Teams are groups of users you manage in one place. Once a team exists you can assign it to a queue, connect it to a phone number or ring group, and give it shared permissions. Teams are the easiest way to keep your call routing accurate as people join, leave and move departments.
💡 Why use teams instead of individual users?
You can add individual users directly to a queue, but we strongly recommend assigning teams instead:
One change, everywhere. When someone joins the Maintenance team, they instantly start receiving calls from every queue and number that team is assigned to. When they leave, they stop. You never have to open each queue to add or remove them.
Changes take effect immediately. Queue membership is resolved from the team at the moment a call is routed, so a new team member can take the very next call.
Managers are handled for you. A team Manager keeps visibility into the team's calls but is automatically excluded from the team's queue routing. If you added that person as an individual user instead, they'd be rung like everyone else. See Making Someone a Team Manager.
Reporting by team. The Phone performance reports can be grouped by team, so you can compare Leasing against Maintenance at a glance. See Queue and Call Centre Reporting.
Visibility in the Live View. Non-admin users only see the queues of teams they belong to. Team membership is how a team lead gets a view of their own people.
Rule of thumb: assign teams to queues and numbers. Only add an individual user when someone genuinely needs to be in a queue without being part of that team (for example, a floater who covers overflow).
🛠️ Creating a team
These steps are done by an Admin.
Go to Settings → Users.
Open the Teams tab at the top of the page. You'll see existing teams as cards showing their type and member count.
Click New Team (top right, or the "New Team" tile at the end of the grid).
Enter a Team name (at least two characters, unique in your account). Short, descriptive names work best: Leasing, Maintenance, Front Desk, Austin Market.
Choose a Team type: Department (a functional group such as Leasing or Maintenance) or Market (a geographic group such as a city or region). The type is used for filtering and organisation; both types work identically for call routing.
Under Members, search for and add each person. Anyone on your account can be added, but only users with Phone access will actually receive calls.
Once members are added, a Managers section appears. Switch on the toggle for anyone who should supervise the team without being rung (optional; see the Manager article).
Click Save.
You can filter the Teams tab by All / Departments / Markets and search by name, and on the People tab you can filter users by team to check who belongs where.
✏️ Editing a team
On the Teams tab, click the pencil icon on the team's card to open Edit Team.
The Details tab lets you rename the team, change its type, add or remove members, and change Managers.
The Permissions tab lets you set permissions that every member inherits, such as access to specific pipelines or process types, or account-wide permissions like exporting contacts. This is optional and unrelated to call routing, but it's a handy way to give a whole department consistent access.
Click Save. Membership changes apply to queue routing immediately; the next queued call will consider the updated member list.
🗑️ Deleting a team
Click the trash icon on the team card and confirm. Deleting a team removes its links from phone and email settings, including any queues and numbers it was assigned to. If that team was the only member source for a queue, the queue will have no one to ring, so check your queues after deleting a team.