In Papo Global (papo.global), teams are groups of agents organized by responsibility, such as Sales, Support or Billing. An administrator creates each team under Settings → Teams; conversations can then be assigned to the team and, with auto assign turned on, the system picks an online member to handle them.
Where it is and what's on the screen
| Item | Detail |
|---|---|
| Path | Settings → Teams |
| Who can access | Only users with the Administrator role |
| Button to create | Create new team |
| Fields | Team name (required, at least 2 characters), optional icon, Team Description |
| Distribution option | Allow auto assign for this team. (checked by default) |
| Actions in the list | Edit team (gear icon) and Delete |
An agent can belong to several teams at the same time.
Step by step: create a team
- In the sidebar, click Settings, then Teams.
- Click Create new team.
- Fill in Team name, for example "Sales" or "Customer Support".
- Optional: click the button to the left of the name to pick an emoji or icon (with a color) for the team.
- Optional: write a short Team Description so everyone knows what it handles.
- Keep Allow auto assign for this team. checked if you want the system to distribute conversations (see below).
- Click Create new team.
- In the Add agents step, tick the team's agents (or select all agents) and click Add agents. At least one is required.
- On the final screen, click Finish.
Agents must already exist in the account; if you haven't added your team yet, see How to add agents.
How conversations reach the team
A conversation belongs to a team once someone picks it:
- In the conversation: in the side panel, the Assigned Team field.
- In the conversation list: right-click the conversation card and use Assign team.
- Automatically: under Settings → Automation, the Assign a Team action routes conversations by rules (for example, by inbox or label).
Each team's conversations are grouped in the sidebar under Conversations → Teams, so any member can quickly find what's in the team's queue.
How team auto assign works
With Allow auto assign for this team. checked, when a conversation is assigned to the team and has no agent yet, Papo Global picks an agent who:
- is a member of the team;
- is also a member of the conversation's inbox;
- is online and has capacity for new conversations.
The choice rotates (round robin) among eligible agents. If no member meets these conditions, the conversation stays with the team, unassigned, until someone takes it. If the conversation already had an agent who isn't in the team, that agent is unassigned.
With the option unchecked, the conversation stays with the team without an agent, and members pick it up manually.
Edit and delete
- Edit team opens two steps: team details (name, icon, description and auto assign; save with Update team) and Edit Agents (tick or untick members; save with Update agents in team).
- Delete asks you to type the team name to confirm. Deleting removes that team's assignment from conversations; the conversations stay in the account.
Tips
- Put each agent in the right inboxes: auto assign only picks people who are members of the team and the inbox.
- Name teams by function ("Sales", "After-sales"), not by person, so you don't have to rename them when people change.
- Use an automation with Assign a Team so each topic lands in the right team without manual triage.
Frequently asked questions
Why did the conversation go to the team but nobody was assigned?
Auto assign may be unchecked, or no team member is online, has capacity and belongs to that conversation's inbox.
Can an agent be in more than one team?
Yes. An agent can belong to several teams.
I don't see Teams under Settings. Why?
That screen is only for the Administrator role.
Does deleting a team delete its conversations?
No. It only removes the team from the conversations that were assigned to it.
Read also: How to add agents to your account · Papo Global dashboard overview
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