# Create, manage, and use teams

> You can use teams to group users together to match your organization's structure and responsibilities. 

Source: https://support.kustomer.com/en_us/create-manage-and-use-teams-H1dWoVHLZ

Last updated: 2026-06-25T17:52:26.191Z

You can use teams to group users together to match your organization's structure and responsibilities.

**Who can access this feature?**

**User types**

Managers can create teams.

  

### In this article

*   [Create a team](#Creating)
*   [Turn on a routing profile](#Enabling)
*   [Grant your team access with permission sets](#Granting)
*   [Assign conversations to a team](#Assigning)
*   [Create private team searches](#TeamSearch)
*   [Use business rules to assign conversations](#Using)

### Create a team

Teams can be created to organize users by skill (such as, product, billing, returns, or technical) or by department (such as, support, sales, or marketing). How you set up your teams depends on how you want to define your workflow and organize your users.

**To create a team:**

1.  Go to **Settings**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/77dc5bf235cd5280bedab784cc32aba4.png)**\> Users** > **Teams**.
2.  Select **Add Team**.
3.  In the modal that appears, add a Name and Display Name for your new team.
    *   **Name:** This is the internal full name for your team. In most cases this is the same as the display name, but you might use a different internal team name for reporting or admin purposes.
    *   **Display Name:** This will be the name of the team that appears to customers or end-users.
4.  Select **Create Team**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f8956a9425c74d7089418f893a596070.png)
5.  You'll be taken to the Edit Team page where you can continue configuring settings for this team. Select **Add emoji** and pick an icon to help you identify your team. The icon is only used internally.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/62e5f34cd914a866299ba717f84fe702.png)
6.  Select **Save Changes**.

**To add members to your team:**

1.  While editing a team, select the **Members** tab.
2.  Enter their name or select it from the drop-down menu.
3.  Select **Save Changes** once you are done.

### Turn on a routing profile

Teams need to have a routing profile enabled so that queues can get routed to them correctly. For more information, see [Routing Profiles](https://help.kustomer.com/routing-profiles-H1tz3ITv7).

### Grant your team access with permission sets

You can customize what your teams have access to and can see within the Kustomer platform. For more information, see [Use permission sets](https://help.kustomer.com/using-permission-sets-SkjS4tRTr).

### Assign conversations to a team

Users can assign conversations to any team. Once a conversation is assigned to a team, it will appear in the team specific searches and the list of users that can be assigned to the conversation will be filtered to the team members.

To assign a conversation to your team, select a the conversation from the customer’s timeline and then select the assign icon ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7a3d0ce2d1af74f45bfe055717b35774.png).

Select the team from the Assign to a Team drop-down menu.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4cd8bb594d7d728b3960cb2d71a2f477.png)

**Tip:** You can keep track of all conversations for a particular customer by selecting the **Follow** icon in the customer view.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d3b32c6742e78d9b64f526cb5159df5d.jpg)

****Note:**** Collaborator users can be added as team members. Adding a collaborator to a team enables agents to @mention that collaborator in conversation notes. The collaborator receives a notification and can respond via notes. Collaborators do not interact directly with customers.

### Creating private team searches

Conversations assigned to a team can be used to create searches using the **Conversation Assigned Teams** search criteria. Searches can be created for a specific team or be specific to the user and show all of the teams the user in.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/dd32573ccac460ea24a4628e6b38cf09.png)

### Use business rules to assign conversations

Please see the following article to learn how to [Use business rules to assign conversations to teams](https://help.kustomer.com/en_us/using-business-rules-to-assign-conversations-H1fc92au).