Teams are containers for grouping agents. One team can include multiple agents, and the same agent can belong to more than one team.
In practice, you can hand a customer conversation to a specific agent, or assign it to a team so the system automatically routes it to someone on that team. Conversation history, reports, automation, macros, and other features can also use teams as the unit for organizing or handling work.
Open Settings, then Teams, in Workspace. Click Create new team, fill in the team details, assign agents, and create it. You’ll see the new team in the list. You can also view current teams under Teams in Conversations.
Note: because of permission differences, by default you’ll only see the teams you belong to under Conversations.