Settingsbeginner

Assign channels to a team

Wire a channel — email inbox, voice number, web chat widget, etc. — to a default team so inbound conversations land with the right group. The default-team setting lives on the channel, not on the team.

4 min read

Assign channels to a team

To assign a channel to a team, open the channel’s settings page and set its Default team field — new inbound conversations from that channel then land with that team. The setting is per-channel: each channel has exactly one default team, though one team can be the default for many channels.

This how-to walks through the field’s location for each channel type. For the routing model behind it — how automation rules and the team’s routing strategy layer on top of the channel default — see How channel-to-team routing works.

Before you start

  • Admin permissions on the channel you’re configuring (each channel type has its own permission scope)
  • The destination team already exists — create it if not
  • For voice queues specifically: a team is required before the queue can accept calls

Steps

The exact path depends on the channel type. Each channel’s settings page has a Default team (or equivalently named) field.

Email channel

  1. Open Settings → Email (or Settings → Channels → Email).
  2. Pick the inbox / email channel you want to configure.
  3. Find the Default team field. Select the team from the dropdown.
  4. Save.

New email conversations from that inbox now route to the chosen team.

Voice channel

  1. Open Settings → Voice.
  2. Go to Call Queues (or the queue tied to the relevant phone number).
  3. The queue must have a team assigned — pick it from the dropdown.
  4. Save.

Inbound calls to the associated number flow into the team’s TaskRouter queue, ringing online members.

For Twilio phone numbers themselves, the Default team sits on the phone number’s settings — open the number, set the team, save.

For IVR menus, each menu option that ends in “Connect to agent” can specify a target team; this overrides the queue default for that path.

Web chat

  1. Open Settings → Web Chat (or the channel-specific widget settings).
  2. Select the widget.
  3. Set Default team for new chat conversations.
  4. Save.

SMS

  1. Open Settings → SMS.
  2. Select the SMS-enabled phone number.
  3. Set Default team.
  4. Save.

Meta channels (Facebook Messenger, Instagram, WhatsApp) and Amazon

  1. Open the channel’s settings page.
  2. Find the Default team (sometimes called Default assignee team).
  3. Pick the team. Save.

Verify it worked

  1. Send a test message through the channel (a test email, a chat from an incognito window, a test call to the voice number).
  2. Watch the inbox — the new conversation should appear assigned to the team you picked.
  3. Members of that team should see the conversation in their assigned-to-team filter.

If the conversation lands on the wrong team or calls don’t ring, see Troubleshooting channel-to-team routing.

See also

Tags

How To
Back to Settings