Teams

Teams group your experts by skill, specialty, or responsibility. When Remark’s AI hands a chat to a human while following an intent, the intent can name a preferred team. Remark then offers the conversation to available experts on that team before your other experts. Open Settings > Teams to view and manage teams. Every team member can view teams. Creating, editing, and removing teams, and adding or removing experts, require the Experts & teams permission group, which owners and admins have by default. For details, read Team member permissions.

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Team list

Each team in the list shows its color, name, number of experts, and expert avatars. Open the Team menu (the … button) on a team to Edit or Remove it.

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Create a team

1. Open Settings > Teams.
2. Select Create team. If you have no teams yet, select Create a team.
3. Enter a Team name, such as “Product experts”.
4. Choose a Team color.
5. Under Experts, select the experts to add.
6. Select Create team.

The Experts list shows the approved experts on your workspace. An expert can belong to several teams.

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Edit a team

1. Open the Team menu on the team and select Edit.
2. Change the Team name, Team color, or Experts.
3. Select Save.

When an expert on the team is waiting for approval or was rejected, the Experts list marks them (Needs approval) or (Rejected).

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Remove a team

Open the Team menu on the team and select Remove. Remark deletes the team right away, without asking for confirmation. The team’s experts stay on your workspace. Before you remove a team, change the preferred team in any intent using it. Otherwise, handoffs from that intent fail until you choose another team.

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How teams affect handoffs

When the AI hands a Remark chat conversation to a human, Remark offers the conversation to your experts. With a preferred team, Remark offers it first to available experts on that team. If nobody on the team accepts it, Remark offers it to your other experts. Experts on the preferred team get priority only while they’re available to chat. Teams apply to Remark chat conversations only. Handoffs from helpdesk tickets follow the escalation settings in Inbox automation.

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Route an intent’s handoffs to a team

Set the preferred team on the Hand off to team action inside an intent:

1. Open the intent. In the Actions section, add Hand off to team if the intent doesn’t include it yet. Read Add actions for the steps.
2. Under Hand off to team, select Add a field and choose preferredTeamId.
3. Set the field to Constant and select the team.
4. Save your changes to the intent.

When the AI hands off a conversation while following this intent, Remark offers it to that team first. Handoffs outside the intent have no preferred team. For example, a warranty intent can set a “Warranty claims” team as its preferred team, and handoffs from general product questions still go to any available expert.

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Troubleshooting

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Create team or the team menu is disabled

Changing teams requires the Experts & teams permission group. Ask a workspace owner or admin to update your permissions in Settings > Team members.

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Handoffs don’t go to the preferred team first

• Check that the intent’s Hand off to team action sets preferredTeamId to the team.
• In the Inbox, confirm the conversation matched that intent before the handoff. Hover the info icon on Requested transfer to read the agent’s reason.
• Check that experts on the team are available to chat.
• Check that the conversation is a Remark chat. Helpdesk tickets don’t use teams.

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Handoffs from an intent fail after you remove a team

The intent’s preferredTeamId still points to the removed team. Open the intent and select another team, or remove the field from Hand off to team.