Teams and routing

Every workspace starts with one team, named Support, that holds everyone who can reply. Every conversation handed to a person goes to it. That is all most workspaces need.

When different people handle different things, you can add teams on the Pro and Business plans. Each conversation that needs a person then reaches one team, and that team is told.

Create a team

Open Settings → Team → Teams and choose New team. A team needs three things:

• Name, unique in your workspace. Your customers never see it.
• What it handles, one line in your own words, such as "Refunds, invoices and payment problems". Aiva reads this line to decide where a request goes. It is optional.
• Members, the people who answer for it. A member can belong to several teams.

Everything else starts from the defaults and is set on the team's page: its websites and channels, how a handoff reaches one person, a response target and its lead.

Creating a team draws no conversation to it by itself. It receives conversations from the websites and channels you give it, the requests Aiva names it for, and what a teammate transfers to it.

How a handoff finds its team

When a conversation is handed to people, the first rule that applies decides the team:

1. Transfer. A teammate transferred it to a team.
2. Earlier handoff. An earlier handoff or transfer of the same conversation already placed it with a team, and it stays there.
3. Website or channel. A team takes the website or the channel it came from.
4. What it handles. Aiva handed it over and named the team whose line covers the request.
5. Default team. Nothing above applies, so the team that takes everything else receives it.

The handoff card in the conversation says which rule applied and why this person holds it.

Websites and channels

On a team's page, Conversations from lists every website where Webchat runs and every channel you connected: Discord, Telegram and the API. A conversation from a place a team takes belongs to that team from the start, and its handoffs go there with or without Aiva.

A place belongs to one team at a time. When another team already takes a place, the page says which one, and choosing it moves the place to this team when you save.

What a team handles

Aiva reads each team's line only where it can decide something: the conversation's website or channel belongs to no team, and no earlier handoff placed it. When Aiva hands a request over, it names the team whose line covers what the customer needs done, or none, and then the request goes to the default team.

Write the subject the team takes care of, not instructions: "Refunds, invoices and payment problems" works, "Always send angry customers here" does not. Two teams whose lines overlap make the choice less predictable, so keep them distinct.

Team names and lines are internal. Aiva never tells a customer which team or person will answer. What it tells them about the wait (where the reply will arrive, and how quickly requests are usually picked up) holds for whichever team receives the request.

Members

Every member who can reply belongs to at least one team, and every team keeps at least one member who can reply. A new member joins the default team, or the teams their invitation names. While your workspace has one team, membership follows each member's role. With several, you add and remove members on each team's page.

Transfers

With several teams, the control at the top of a conversation reads Team · Person. Choose another team to transfer the conversation, with an optional note that only your team sees. The receiving team's own wait starts, with its response target when it keeps one, and whoever receives it is told. The teammate who held it is told too, when someone else made the transfer. Aiva keeps answering the customer around a transferred request until a person replies, as after any handoff.

Inbox and reports

With several teams, the inbox lists them under Teams. Each row opens that team's live conversations and counts what the team owes: its handoffs nobody holds yet, and the ones past its response target. A saved view can filter on a team.

In Reports → Workload, you can filter the report to one team and break the trend down by team. Conversations count for the team that holds them now. Handoffs count for the team they went to, and a transferred handoff is its own figure, neither answered nor missed by the team it left.

Deleting a team

The default team cannot be deleted, but you can rename it. Deleting another team moves its conversations and waiting handoffs to the default team; the confirmation states how many. The websites and channels it took no longer belong to any team.

Webhooks and the API

Every workspace webhook event and the API conversation read carry the team that holds the conversation. The conversation.transferred event names the team a conversation left and the one it reached, and reaches only the endpoints you subscribe to it. See Workspace webhooks.