Create Operator Teams for colleagues who share a responsibility, such as Billing or Support, and reuse that membership for mentions, private sub-inbox access, and routing.

This keeps team changes easier to manage as people join or move roles.

Create and manage a team

For example, create a Billing team when the same people need access to a billing sub-inbox, receive billing mentions, and appear in routing rules. Keeping those people in one team lets you update membership in one place. Decide separately whether you need to notify the group, grant access, or assign a conversation: each action has a different purpose.

Create an Operator Team

1. Go to ⚙️ Settings → Workspace Settings → Operators & Teams.
2. Under Teams, click Add Team.
3. Choose an icon and a name, such as Support, Sales, or Billing, then click Create.
4. On the team’s page, select the operators under Members.
5. Click Save Team.

An operator can belong to several teams. A workspace can have up to 20 teams, with up to 100 members per team.

Update a team’s members

Open the team from Operators & Teams, add or remove operators under Members, then click Save Team. You can also change its name and icon here.

Membership changes apply wherever the team is used: mentions, routing rules, and private sub-inbox access. Removing someone from a team does not remove them from the workspace or revoke access granted separately.

Delete a team

Before deleting a team, replace it in any sub-inboxes or routing rules that still need those operators.

Open the team, choose the delete option, and confirm Remove Team. Its operators remain in the workspace.

Use the team in your Inbox

Start with the responsibility you want the group to have in the conversation: provide advice, see a private queue, or supply the person who will reply. Configure the matching action explicitly; team membership alone does not decide who owns a customer request.

Mention a team in a conversation

1. Open a conversation and start a private note.
2. Type @ and select the team.
3. Write your note and send it.

The mention notifies the team’s members. It does not move or assign the conversation.

Use the note to say what help you need: “@Billing, can you check whether this invoice includes the recent plan change?” This is useful when the current agent should keep the conversation but needs specialist input. For help with the composer, see using mentions.

Give a team access to a private sub-inbox

When configuring a private sub-inbox, select the team under Access. Its members receive access to that queue; individual operators can also be selected separately.

Follow Create and manage sub-inboxes for the setup steps and conversation routing conditions. Access controls who can view the queue; it does not assign its conversations.

Route conversations to a team member

Select the team in an Operator Routing rule’s assignment options. Crisp assigns matching conversations to one eligible member, following the rule’s configuration.

For example, a billing request can be assigned to one person from Billing, while mentioning @Billing asks the whole group for help. Use assignment when someone should own the next reply; use a mention when the current owner needs input.

For setup, availability, and distribution options, see Route and assign conversations to operators.

Updated on: 03/11/2026