Teams help you organize teammates and manage how conversations are handled. By grouping teammates into teams, you can control chat assignments, distribute tickets, and ensure customer requests reach the right people.
You can create separate teams for different responsibilities, such as sales, customer support, or billing.
Teams section
To access Teams, go to Team → Teams.
The Teams page is where you create and manage all teams in your workspace.
Teams are divided into two types:
Chatting teams — handle live chat conversations.
Ticketing teams — manage customer support tickets.
You can see each team’s name, the number of team members, and assignment settings. The list also shows which team is set as the default.
Create a new team
You can create either a chatting team or a ticketing team.
To create a team:
Go to Team → Teams.
Click + New team.
Choose the type of team: Chatting team or Ticketing team
Enter a team name.
Select the teammates you want to add.
Click Create team.
The new team will appear in the Teams list.
When creating a ticketing team, choose a display name and reply address that customers will see when you reply to tickets. To manage reply addresses, go to Settings.
Chatting teams
Chatting teams handle incoming live chat conversations. They let you manage how chats are assigned to teammates.
Chat assignment
Each chatting team has a chat assignment method.
Automatic
Chats are automatically assigned to available teammates in the team.
This helps distribute conversations evenly and ensures customers are connected quickly.
Manual
All teammates are notified about a new chat.
The conversation is assigned to the first teammate who picks it up.
Use manual assignment when teammates should decide who handles each conversation.
Manual chat assignment doesn’t work with the AI agent. If the AI agent is part of a team using manual assignment, chats won’t be assigned to it, since it can’t pick up conversations from the queue.
Agent priority in a chatting team
Set the agent priority to determine who receives chats first within a team. There are two options:
Primary agents (1) always get chats first.
Backup agents (2) receive chats only when all primary agents are at full capacity.
Setting agent priority is useful when you want to assign backup support for specific teams. For example, your sales team can serve as a backup for your support team, stepping in when support case volume is high. To set this up, simply add sales agents to the support group and mark them as backup agents.
The AI agent always receives chats first, regardless of the priority assigned to other agents.
Ticketing teams
Ticketing teams manage customer support tickets. They help you organize teammates and control how tickets are assigned within the team.
Tickets can be assigned automatically to ensure clear ownership and faster responses. The auto-assign setting works with your active Ticket rules to distribute tickets.
Use the Manage option in the team panel to open team settings. There, you can edit the team name, manage members and see their roles, adjust auto-assignment, and configure reply settings.
Reply address
You can set the display name and reply address that customers see when you respond to tickets. The Reply address section controls the sender details used in your replies.
The Display name is what customers see as the sender name when they receive a reply.
For example:
Your company name
Your support team name
The Reply address is the email address used to send responses to tickets. Reply addresses are linked to your email channel configuration.
To manage reply addresses, go to Settings. Learn more in Setting up the Email channel.
Read more
Set up your Email channel in just a few steps and start managing customer communication more efficiently. By forwarding emails to Text App, you can turn incoming messages into tickets and handle all conversations in one place. This helps your team stay organized, respond faster, and maintain consistent support.
Go to the Setting up the Email channel article for more information.
Ticket rules automate your tasks by triggering actions when specific conditions are met. They reduce the time spent on ticket management, help you respond faster and more accurately, minimize errors, and let you focus on more complex issues.
Go to the Ticket rules article for more information.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.