🔒 Page accessible only to the Administrator
The Teams represent the operational level of the organization: they group colleagues by department or activity and are attached to a universe. It is at this level that the distribution of incoming calls is concretely configured.
The main view displays all teams in table format with four columns:
Name – the name of the team
Number – the associated transfer number (displayed as a teal badge, or No number if not specified)
Team size – the number of colleague members (red badge if 0, blue badge otherwise), with a quick link + Add a colleague
AI Assignment – indicates whether the AI agent can transfer to this team (green badge Assigned)
Two views are available in the top right:
Active – teams in service
Trash – archived teams
A search bar allows you to quickly find a team by name.
The + Create a team button in the top right opens a creation window with the following fields:
Team name (required) | The name as it will appear throughout the platform |
Description | Free field to specify the team's purpose |
Emails | Email address(es) associated with the team, addable via + Add an email |
Add a colleague to the team | Dropdown menu allowing you to directly associate one or more colleagues during creation |
Universe (required) | Dropdown menu to attach the team to an existing universe |
By clicking on a team, you access its complete sheet organized in five tabs:
This tab groups together the team's identity information.
Team name (required) | The name as it appears throughout the platform |
Description | Free field to specify the team's purpose |
Emails | Email address(es) associated with the team, can be added via + Add an email |
Universe | The universe to which the team belongs, selectable via a dropdown menu |
A Delete team button (in red) is available at the bottom of the page.
This tab lists the colleagues who are members of the team.
If no colleague is yet associated, a message invites you to add one via the + Add a colleague button.
This tab allows you to manage the transfer numbers associated with the team as well as the configuration of call distribution.
AI Assignment A toggle at the top of the page allows you to enable or disable the assignment of the AI agent to this team.
When enabled, this team is assigned and accessible by the agent during interactions.
Associated number A table lists the numbers attached to the team with their name and phone number. It is possible to + Add a number additional.
Distribution settings
Distribution mode | Determines how the call is distributed to team members |
Ring duration (seconds) | Maximum ring duration per number before moving to the next |
The available distribution modes are:
Direct (1 number) – immediate transfer, loss of AI control if no answer
Conference (1 number) – tests availability before final transfer
Random direct (multi) – a number is chosen randomly, direct transfer, no AI takeover
Random conference (multi) – random selection with conference test, possible takeover if no answer
Parallel (multi) – all numbers ring at the same time
Sequential (multi) – numbers ring one after another
💡 Good to know : In sequential mode, a Time before next parameter allows you to set the delay before initiating the call to the next number. If this duration is less than the timeout, an overlap is possible.
This tab defines the time slots during which the team is reachable. It differs from other entities by the presence of three sub-tabs :
Custom – the team's own schedules, defined manually
Numbers – availability inherited from the numbers associated with the team
Universe – availability inherited from the universe to which the team belongs
Custom Sub-tab
This is where the availability specific to the team is configured.
Time zone The time zone is displayed at the top (e.g. : Europe - Paris UTC+01:00) and applies to all configured time slots.
Default Availability – Time Slots Allows you to set the usual days and times of availability. Each time slot includes:
The days of the week (M, T, W, T, F, S, S) — active days appear in teal, inactive ones in gray
A time range with start time and end time
Multiple time slots can be added via + Add a new time slot, for example to manage a lunch break:
07:30 → 12:00
13:30 → 18:00
Custom schedules The Edit availability for a period button allows you to set one-time exceptions over a date range (vacation, holidays, etc.).
Tracks all changes made to the team sheet: what was modified, by whom, and when.
