Routing to the team

When a customer asks for a person, or the bot doesn't know the answer, the conversation is routed to a team. Here you decide which team, who is notified and when.

#Create a team

1. In Conversations, open the settings and go to Routing.
2. Type the New team name, such as "Billing", and select Create.
3. Under Who is notified, choose the people who get a notice for each new request.

#Hours and holidays

1. Under Days and hours, select Set hours and mark the days and times the team works, in the team's time zone.
2. Under Days off, add holidays. On a holiday the team is closed all day.
3. Select Save hours.

Outside working hours the customer gets the team-closed message. Notices can be held until opening time, so nobody is called in the middle of the night.