What Are Inbox Teams?

Inbox Teams are groups of team members that help you organize and route conversations in your inbox. Unlike roles (which control permissions), teams are used to group people by function or department so conversations can be assigned to the right group.

For example, you might create teams like:

• Sales — handles pre-purchase questions and quotes
• Support — handles after-sales issues and returns
• Billing — handles invoices and payment questions
• Technical — handles product-specific technical support

Accessing Team Settings

Go to Settings → Workspace settings → Team settings to manage your teams. Here you can create, edit, and delete teams.

Creating a Team

1. Click the "Team toevoegen" (Add team) button in the top right
2. Fill in the team details:
   • Team name — a clear, descriptive name (e.g., "Sales", "Support")
   • Description (optional) — explain what the team handles
   • Color — choose a color for easy visual identification in the inbox
   • Members — select which team members to add
3. Click "Create" to save the team

Team Cards

Each team is displayed as a card showing:

• Team name with its color badge
• Default label — if the team is set as the default for new conversations
• Description — what the team handles
• Member count — how many members are in the team
• Conversation count — how many conversations are assigned to this team
• Member avatars — shows up to 5 member avatars with a "+X" overflow

Editing a Team

Click the pencil icon on a team card to edit its name, description, color, or members. Changes are saved immediately.

Deleting a Team

Click the trash icon on a team card to delete it. Conversations assigned to a deleted team will become unassigned. This action cannot be undone.

Channel Default Team (Auto-Routing)

You can assign a default team per channel, so every new incoming conversation on that channel is automatically assigned to the chosen team. This works for all channels:

• WhatsApp — set a default team per phone number (Channels → WhatsApp → Team Routing dropdown)
• Instagram — set a default team for your Instagram account (Channels → Instagram → Team Routing)
• Messenger — set a default team per Facebook Page (Channels → Messenger → Team Routing)
• Email — set a default team per email account (Channels → Email → Team Routing)
• Website Chat — set a default team for your chat widget (Channels → Website Chat → Team Routing)

Once set, all new conversations on that channel will automatically get the team badge and appear in the team's filtered view. Existing conversations are not affected — you can assign those manually.

Routing Rules (Pro Plan)

For more advanced routing, the Routing Rules engine lets you create conditional rules that automatically route conversations based on:

• Keywords — match words in the message content
• Time of day — route differently during business hours vs. after hours
• Platform — route based on channel (WhatsApp, Instagram, Email, etc.)
• Phone number pattern — match incoming phone numbers
• Contact tag — route based on contact labels

Routing rules can assign to a team, use round-robin distribution, assign to a specific user, set priority, or add labels. Rules are evaluated top-to-bottom and stop at the first match (unless configured otherwise). Routing Rules require a Pro plan or higher.

Round-Robin Assignment

Round-robin evenly distributes incoming conversations across team members. When a routing rule uses the "Round-Robin" action, it selects the team and automatically assigns each new conversation to the next available team member in rotation. This ensures a fair workload distribution.

How Teams Work in the Inbox

Once you've created teams, they appear in the inbox sidebar as filter options. You can:

• Filter conversations by team — click a team name in the inbox sidebar to see only that team's conversations
• Assign conversations to a team — use the team dropdown in a conversation to route it to the right group
• Auto-assign via channel default — set a default team per channel so new conversations are automatically routed
• Auto-assign via routing rules — create routing rules for advanced conditional routing (Pro plan)

The team badge (colored dot + team name) is displayed next to labels in the conversation list for easy visual identification.

Teams vs. Roles

Feature	Teams	Roles
Purpose	Organize & route conversations	Control access & permissions
Where	Workspace Settings → Team settings	Workspace Settings → User settings
Visible in	Inbox sidebar, conversation assignment	User management, access control
A user can have	Multiple teams	One role

For managing user permissions, see Managing Your Team & Roles.