A team in Mando is a group of people who handle a particular kind of conversation. Teams do two jobs: they decide who sees which chats in the inbox, and they give the AI somewhere to send a conversation when it escalates to a human.
The default team
Every organization has a team called General. Everyone in your organization belongs to it automatically, and it always receives conversations that do not match another team. You cannot turn its routing off, which is deliberate: it is the safety net that stops an escalated chat falling nowhere.
What a team controls
Who sees what. Members see chats from any team they belong to.
Where escalations go. When auto-routing is on, the AI reads each team's name and description and picks the best match.
Which apps it serves. A team can be limited to specific Customer Service apps, or left open to all of them.
How fast it should reply. Each team can carry its own first-reply target in minutes.
When you need more than General
One team is enough while one group handles everything. Create more when different people should handle different subjects, such as billing questions going to finance and delivery problems going to operations, or when you run several agents and each needs its own people.
Frequently asked questions
Does a member have to be in a team?
Everyone is in General automatically, so nobody is ever without a team. Adding them to more teams widens what they see.
What happens to chats if I delete a team?
They move to your default team rather than disappearing.
Do teams control what someone can do?
No. Teams control which conversations someone sees. What they can do is set by their role and their per-app access.