> For the complete documentation index, see [llms.txt](https://angoor-ai.gitbook.io/angoor-ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://angoor-ai.gitbook.io/angoor-ai/basics/images-and-media/teams.md).

# Teams

Group teammates, set their hours and choose who gets new work.

A **team** is a group of teammates who handle the same kind of work, for example Customer Support or Returns team. Teams decide three things:

* **Access:** the team's policies apply to everyone in it.
* **Hours:** the team's schedule says when it's open.
* **Who gets new work:** the assignment strategy picks which teammate receives the next chat, ticket or call.

Task boards, saved inboxes, phone numbers and flows can all send work to a team.

Open **Account Management → Teams** (under **Access management**).

## The teams list

<figure><img src="https://1498739645-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9LCwJgTgcJ0hBsgJLqUA%2Fuploads%2FIXeNKIjcuWszLBqB5UpM%2Faccount-11-teams.png?alt=media" alt="The teams list."><figcaption><p>The teams list.</p></figcaption></figure>

| Column            | Shows                                  |
| ----------------- | -------------------------------------- |
| **Team Name**     | The team's @username and description   |
| **Team Strength** | How many teammates are in it           |
| **Date Created**  | When it was created                    |
| **Policies**      | The policies everyone in the team gets |

Every workspace has **All Members**, which includes everyone. You can change its policies, but you can't delete it or change its members.

## Create a team

1. Click **New**.
2. In the dialog, fill in **Name**, **Description** (optional) and **Username**, for example Returns team and @returns.
3. Pick the **Policies** and **Members**.
4. Click **Submit**. The team opens for editing.

## Edit a team

<figure><img src="https://1498739645-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9LCwJgTgcJ0hBsgJLqUA%2Fuploads%2FU0ZnsEdAhwgoYXiwK6f0%2Faccount-12-edit-team.png?alt=media" alt="Editing Customer Support."><figcaption><p>Editing Customer Support.</p></figcaption></figure>

| Section                 | Use it to                                                                                                             |
| ----------------------- | --------------------------------------------------------------------------------------------------------------------- |
| **Team Details**        | Change the name, username and description                                                                             |
| **Policies**            | Choose what everyone in the team can do. See [Policies](/angoor-ai/basics/images-and-media/policies.md).              |
| **Schedule**            | Pick the team's working hours. See [Schedules](/angoor-ai/basics/images-and-media/schedules.md).                      |
| **Members**             | Add teammates, or remove one with **Delete** on their row. Removing someone from a team doesn't delete their account. |
| **Assignment Strategy** | Choose who gets new work. See below.                                                                                  |

Click **Save** when you're done.

## Who gets new work

<figure><img src="https://1498739645-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9LCwJgTgcJ0hBsgJLqUA%2Fuploads%2FagvWDo7OqVetfYMvmRo2%2Faccount-13-strategies.png?alt=media" alt="The three assignment strategies."><figcaption><p>The three assignment strategies.</p></figcaption></figure>

When a chat, ticket or call is sent to a team, Angoor picks a teammate who is **available**: active and online, or marked **Always available** on the Members page. If the team's schedule says it's closed, or nobody is available, the work waits in the team's queue.

Choose the **Strategy**:

| Strategy        | Picks                                                                                  | Good for                                      |
| --------------- | -------------------------------------------------------------------------------------- | --------------------------------------------- |
| **Round Robin** | Each available teammate in turn                                                        | Sharing work evenly                           |
| **Priority**    | The first available teammate in the order you set. Drag teammates to change the order. | A main agent with backups                     |
| **Sticky**      | The teammate who handled this customer before, if they're available                    | Customers who like talking to the same person |

**Enable Member Queue** tracks whether each teammate is busy. A teammate who is already handling an assignment isn't given another until they're free.

## Delete a team

Open the row menu and choose **Delete**. Task boards, saved inboxes and phone numbers that sent work to the team stop assigning it automatically. Check them after you delete.

## Next steps

* [Policies](/angoor-ai/basics/images-and-media/policies.md)
* [Schedules](/angoor-ai/basics/images-and-media/schedules.md)
* [Troubleshooting and FAQ](/angoor-ai/basics/images-and-media/troubleshooting-and-faq.md)