The Teams feature lets you organize, filter, and group agents so that customers are routed to the right people based on language, role, skills, or any other criteria. You can assign teams to phone numbers, control how calls are distributed, and configure queues and working hours.

This article explains how Admins can create and manage teams in the Aircall Dashboard, add users, and connect teams to numbers.

Before you start

  • You must be an Admin to create and manage teams.
  • Teams can be used to:
    • Group agents by language, location, role, or skills
    • Add extra coverage to a number
    • Use queues and advanced call distribution options
Important: If you are on Aircall's Professional plan, you can create as many teams as you need.
If you are on the Essentials plan, you can create a maximum of three teams.

There is no minimum or maximum number of users within a single team. A team can consist of one person or your entire roster.

Create a new team

Aircall Admins can create and edit teams from the Aircall Dashboard.

Steps:

  1. Go to Aircall Dashboard > Users & Teams & Teams.
  2. Click Create Team in the green box in the upper right-hand corner.
  3. Choose a name for your team.
  4. Pick an emoji to visually distinguish your team, and confirm the team name.
  5. Click Create.
Image showing how to create a team
Important: You cannot create two teams with the same name. If you try to create a team with a name that is already in use, you will see an error and will need to choose a different name.

Manage an existing team

From the Team settings page you can:

  • Edit the team name
  • Update the emoji
  • Add or remove users
  • Delete the team

Steps:

  1. In the Teams section, click the team you want to manage.
  2. Adjust the name or emoji as needed.
  3. Use the Team members area to add or remove users.
  4. Click Save if prompted, or confirm changes.

If you delete a team, its users remain active, but the team will no longer appear in call distributions.

Add users to a team

Once the team exists, you can add agents to it from the Dashboard. There are two ways to add users to a team.

Option 1: From the team list

Steps:

  1. Go to Aircall Dashboard > Users & Teams & Teams.
  2. Next to a team, click + Add a user (if available).
  3. Search for the user you want to add.
  4. Click Add.
Image showing how to add users to a team directly from the teams list

Option 2: From the team settings page

Steps:

  1. Go to Aircall Dashboard > Users & Teams & Teams.
  2. Search for and select the team you created.
  3. In the Team members section, click Add user.
  4. Search for the users you want to add to the team.
  5. Click Add.
Image showing how to add users under a team

After you have created your team and added users, you can assign the team in the Call distribution of any number, and set the ring rule and queue time for that team.

Remove users from a team

  1. Go to Aircall Dashboard > Users & Teams & Teams.
  2. Search for and select the team you created and want to modify.
  3. In the Team members section, locate the user you want to remove.
  4. Click on the three dots on the right side of the user’s name and click on  Remove user from a team.
Image showing how to remove an user from a team

Assign a team to a phone number

To use a team for incoming calls, you must add it to the Call distribution of a number. In the Aircall Dashboard > Numbers tab, select the number you want to assign users/ teams to and go to the Teams & Users section.

Once this is done, that team will receive calls according to the rules you set, and the number will be ready to make and receive calls using that team.

For more information on how to assign users and teams to numbers, please refer to our article Configuring Numbers: Integrations and Teams & Users.

FAQ

Can I continue to use a cascading system?

Yes. You can continue to use a cascading system by including individual users and teams together in your call distribution. Users and teams can be alternated, and you can define the ringing order with a simple drag and drop to personalize the flow.

How do I manage my queue length?

You can choose how long customers stay in the queue loop for each team. Queue length options include 20 seconds, 1, 3, 5, 10, 15, or 40 minutes, depending on your business needs.

What are the different call distribution options for a team?

Aircall provides several distribution options for calls to a team:

  • Simultaneous: Calls ring to all available teammates at the same time.
    If this option is selected and your queue is 1 minute long, the incoming call will ring simultaneously to all available agents for 1 minute.
  • Random distribution: Calls are distributed to available agents at random.
    With a 1 minute queue, an incoming call will randomly ring one available agent, then move on to the next available agent if the call is not answered.
  • Longest idle time: Calls go first to the user who has been idle for the longest time.
    With a 1 minute queue, an incoming call will ring the agent with the longest idle time, then move to the user with the second longest idle time if needed.

My team works in different shifts. What are the implications?

You can set team working hours so that a team only receives calls during its scheduled times using the Time Rule and Ring To Widget. Team members can also configure their availability directly from the Aircall Workspace app, for instructions please see Aircall Workspace: Account settings.

You can also create different teams or split a larger team into smaller teams to ensure all service hours are covered. 

For more details on call routing and how to best set up your call distribution, refer to the dedicated section in our Help Center Routing & call flows.

For tips on how the Teams feature can help limit call rollbacks during transfers and significantly reduce missed call rates, you can also read the related blog post.