Teams & routing

In the panel, Team › Teams & routing decides who gets handed-off conversations, when your team works and how fast it aims to reply. The screen has one card per topic: Teams · Who gets it? · Working hours · Reply time target.

Teams

You define teams to assign handed-off conversations to a team or a person. Add team creates up to 10 teams; each has a name (up to 40 characters, e.g. Sales) and members.

• Members are chosen from people who can manage the inbox: roles whose Conversations row is “edit” in Roles & permissions (Support agent included). Everyone appears in the list; someone who can't manage the inbox shows no inbox access, someone who hasn't accepted their invitation yet shows invitation pending, and they can't be picked. A member whose role later loses access stays ticked and can be removed.
• Assign to the next agent (on for a new team): conversations go in turn to team members who are in the panel right now; if nobody is, they wait in the team's inbox.
• Assignment email: when a conversation is assigned to a person in the panel, that person gets an email; assigned to a team, the team members who can manage the inbox do. The person who made the assignment isn't emailed. Each recipient gets the email in their own language. Alerts for assignments made automatically at handoff come through the channels on Notifications.
• Who and since when: the conversation list shows how long the assignee has had it. The conversation header shows the assignee's name (or the team's, if no person is assigned); hover over it to see “Assigned: person · time · assigned by …” (or “assigned by a rule”).
• Team inboxes: once you have a team, Conversations shows an Inbox selector above the list: all conversations, assigned to me, unassigned and each team's own inbox, with unresolved counts (details).
• Taking over from a colleague: if another agent holds the conversation, Take over asks for confirmation; the conversation moves to you and the previous agent is told by email.
• Internal notes and tags live in Conversations: notes are visible to your team only (never to the chat bubble, emails or the AI); tags filter the conversation list (Conversations).

Who gets it?

The team or person a handed-off conversation goes to when no handoff rule matches (Pro and Enterprise). The selector offers Nobody (shared inbox), your teams and people. Manual assignment works on every plan in Conversations. If it isn't in your plan, the selector is locked; next to it you see what you'd gain and a See plans link (without billing access: “Only the account owner can change the plan.”).

If the default assignment points to a team you delete, it is cleared as well. Handoff rules by keyword, topic, page or channel, and who each rule assigns to: Assistant › Automations.

Working hours

When a visitor asks for a person, the chat bubble sets expectations accordingly. The card shows a summary of the schedule and the current status (Open now, or Closed · opens Monday 09:00 and so on); you set the schedule in the Edit window:

• Use working hours: while off, the bubble gives no working-hours information.
• Time zone and the reply time shown to visitors.
• Weekly schedule: open or closed per day; up to 6 ranges a day (e.g. a lunch break or a split shift); 24 hours per day. The end time must be after the start, ranges can't overlap, and at least one day must be open while the schedule is on.
• Presets: Weekdays 09:00–18:00 · Weekdays 09:00–17:00, lunch 12:00–13:00 · Mon–Sat 09:00–18:00 · Every day 09:00–21:00 · Open 24/7.
• Copy: applies one day's hours to weekdays or to all days.

Apply in the window writes the schedule to the card; saving happens with the save bar at the bottom of the page (below).

Holidays and special days

On these dates your choice here replaces the weekly schedule. A special day is a single date or a date range (up to 62 days per entry); those days are Closed or have Special hours, and can Repeat every year. A name (e.g. Republic Day) is optional; you can add up to 30 special days. When several entries match the same day, the more specific one wins.

Add Turkish public holidays adds the seven fixed-date public holidays in one click, repeating every year: New Year's Day, 23 April, 1 May, 19 May, 15 July, 30 August and 29 October. Religious holidays move every year, so you add those year by year. Don't forget to save afterwards.

What the chat bubble says

Situation	What the visitor is told at handoff
Within hours, someone in the panel	The team shows as online; at handoff it says “someone will be with you shortly”. Leaving an email is optional for the visitor.
Within hours, nobody in the panel	The reply time shown to visitors: “We usually reply within a few hours.” The visitor is asked for an email.
Outside working hours	That the team is outside working hours and when it's back (e.g. Monday 09:00) — even if someone has the panel open — and it asks for an email; your reply also goes to the email they leave.
Working hours off	No working-hours information; when nobody is in the panel it says “we usually reply within …”.

The schedule itself is never sent to the bubble; visitors only see the outcome. The wait alert is not sent outside working hours and counts from opening time (Notifications › Wait alert). The weekly report email also takes its time zone from this schedule (Reports).

Reply time shown to visitors

Reply time target

Says how long, at most, you want a customer to wait for a reply from an agent: No target (default), 5, 15 or 30 minutes; 1, 2, 4, 8 or 24 hours. Once the wait passes it, the conversation's Awaiting reply pill in Conversations says “target missed”. The Human handoff section of Reports shows how many handoffs were answered on target (details).

With working hours on, the clock only runs during working hours; without working hours it also runs at night and on weekends (the card says so). The target doesn't alert anyone; the setting that tells the team about an unanswered handoff is the wait alert.

Saving

All four cards are saved with one save bar: when you change something, “N unsaved changes · Discard · Save” appears at the bottom and the changed card shows an Unsaved label. The panel asks before you leave the page without saving. The server checks every change first and then writes: if one is refused, none is written and the reason appears in the bar.

Who can change it?

The screen appears in the menu when your role's Widget settings row is open. Changing the cards needs “edit” on the Knowledge assistant row: these settings are saved with that row. A role that can only view sees the cards locked. Details: Users & roles.