> ## Documentation Index
> Fetch the complete documentation index at: https://docs.convocore.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Teams

> Create and manage teams within client organizations

Teams allow you to organize users within a client organization into functional groups. This is useful for managing departments, handling chat handoffs to specific teams, and tracking team performance.

<Note>
  Teams are different from access roles. Use teams for routing and organization, and use [Access, Roles, and Activity Logs](/whitelabeling/clients/access-and-roles) for workspace admin, org admin, and client-user permissions.
</Note>

## Overview

The Teams feature enables you to:

<CardGroup cols={2}>
  <Card title="Organize Users" icon="layer-group">
    Group organization members into logical teams like "Sales", "Support", or "Technical".
  </Card>

  <Card title="Manage Handoffs" icon="hand-holding-hand">
    Direct chat handoffs to specific teams based on customer needs.
  </Card>

  <Card title="Track Performance" icon="chart-line">
    Monitor team-specific analytics and response times.
  </Card>

  <Card title="Control Access" icon="shield-check">
    Assign team-based permissions and access controls.
  </Card>
</CardGroup>

## Accessing Teams Management

<Steps>
  <Step title="Navigate to Client Tab">
    Go to the `Client` tab in your Convocore dashboard.
  </Step>

  <Step title="Select Organization">
    Find the client organization you want to manage from the list.
  </Step>

  <Step title="Access Management">
    Click the `Manage` button next to the organization name.
  </Step>

  <Step title="Switch to Teams Tab">
    Click on the `Teams (X)` tab to view and manage teams.
  </Step>
</Steps>

## Creating a New Team

<Steps>
  <Step title="Click Add Team">
    Click the `Add Team` button in the top right corner.
  </Step>

  <Step title="Enter Team Label">
    Provide a human-readable name for the team (e.g., "Customer Support", "Sales Team").
  </Step>

  <Step title="Set Team Key">
    Create a unique identifier for the team using lowercase letters and underscores.

    **Example:** `customer_support` or `sales_team`

    <Warning>
      Team keys must be lowercase with underscores for spaces. This key is used for API integrations and routing.
    </Warning>
  </Step>

  <Step title="Add Description (Optional)">
    Provide a brief description of what this team does or handles.
  </Step>

  <Step title="Select Team Members">
    Choose users from the organization to add to this team. Users can belong to multiple teams.

    <Note>
      Only users that have been created in the organization will appear in the team members list.
    </Note>
  </Step>

  <Step title="Create Team">
    Click the `Create Team` button to finalize the team creation.
  </Step>
</Steps>

## Understanding the Teams Table

The Teams table displays all teams within the organization with the following information:

<AccordionGroup>
  <Accordion title="Team Label">
    The display name of the team shown to users and administrators.
  </Accordion>

  <Accordion title="Team Key">
    The unique identifier used in the system and API calls. Includes a copy button for easy reference.
  </Accordion>

  <Accordion title="Description">
    Optional information about the team's purpose or responsibilities.
  </Accordion>

  <Accordion title="Members">
    Shows the number of members and displays user avatars with names for easy identification.
  </Accordion>

  <Accordion title="Last Changed">
    Displays when the team was last modified, helping you track recent updates.
  </Accordion>

  <Accordion title="Control">
    Action buttons to manage members, edit team details, or delete the team.
  </Accordion>
</AccordionGroup>

## Managing Existing Teams

### Editing a Team

1. Click the **Edit** icon (pencil) in the Control column
2. Update the team label, key, description, or members
3. Click `Save Changes` to apply updates

<Warning>
  Changing the team key may affect existing integrations and routing rules. Update your configurations accordingly.
</Warning>

### Managing Team Members

1. Click the **Manage Members** icon (users) in the Control column
2. Select or deselect users to add or remove from the team
3. Changes are applied immediately

### Deleting a Team

1. Click the **Delete** icon (trash) in the Control column
2. Confirm the deletion in the prompt

<Warning>
  Deleting a team will remove all team associations and may affect chat routing. This action cannot be undone.
</Warning>

## Use Cases for Teams

<CardGroup cols={2}>
  <Card title="Department Organization" icon="building-columns">
    Create teams for Sales, Support, Technical, and Billing to organize your organization structure.
  </Card>

  <Card title="Shift-Based Teams" icon="clock">
    Set up teams for different shifts or time zones (e.g., "Morning Shift", "APAC Support").
  </Card>

  <Card title="Specialized Teams" icon="star">
    Create teams for specialized functions like "VIP Support", "Enterprise Sales", or "Technical Escalation".
  </Card>

  <Card title="Project Teams" icon="diagram-project">
    Organize temporary or project-based teams for specific campaigns or initiatives.
  </Card>
</CardGroup>

## Teams and Live Handoff

Teams integrate with Convocore's [Live Handoff](/features/live-handoff) feature:

* When a chat is handed off, you can route it to a specific team
* Team members receive notifications for handoffs to their team
* Analytics track performance metrics per team
* Round-robin distribution can be configured per team

<Tip>
  Use team keys in your agent's handoff logic to route conversations to the appropriate team based on customer intent or query type.
</Tip>

## Best Practices

<CardGroup cols={2}>
  <Card title="Clear Naming" icon="tag">
    Use descriptive team labels and consistent naming conventions across teams.
  </Card>

  <Card title="Document Team Keys" icon="book">
    Keep a reference of team keys for developers and integrations.
  </Card>

  <Card title="Regular Reviews" icon="rotate">
    Periodically review team membership to ensure accuracy as staff changes.
  </Card>

  <Card title="Balanced Teams" icon="scale-balanced">
    Distribute workload by maintaining appropriate team sizes.
  </Card>
</CardGroup>

## Related Documentation

<CardGroup cols={2}>
  <Card title="Access & Roles" icon="shield-check" href="/whitelabeling/clients/access-and-roles">
    Learn how role-based access differs from team membership.
  </Card>

  <Card title="Creating Users" icon="user-plus" href="/whitelabeling/clients/creating-users">
    Learn how to add users before assigning them to teams.
  </Card>

  <Card title="Managing Organizations" icon="building" href="/whitelabeling/clients/managing-organizations">
    Understand organization-level settings and configuration.
  </Card>

  <Card title="Live Handoff" icon="hand-holding-hand" href="/features/live-handoff">
    Configure how teams receive and handle customer handoffs.
  </Card>

  <Card title="Analytics" icon="chart-bar" href="/features/analytics">
    Track team performance and response metrics.
  </Card>
</CardGroup>