> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rovax.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams and Distribution

> Create support Teams, add members, and configure the Conversation distribution mode among attendants.

## Teams

Teams group attendants around a support scope — a channel, a product, or a department. When a Conversation is escalated to Human Support, it can be directed to a specific Team instead of an individual.

Creating and configuring Teams requires the `manager` or `owner` Role. Members with the `attendant`, `trainer`, or `manager` Role can be added to a Team.

* **Collective visibility** — all Team members see the unassigned Conversations in the shared queue
* **Automatic distribution** — the platform distributes Tickets among available members without manual intervention
* **Multiple channels per Team** — a Team can handle WhatsApp, Instagram, Widget, Telegram, and Slack simultaneously
* **Member in multiple Teams** — the same attendant can belong to more than one Team and receive Conversations from all of them

## Round Robin

Round-robin mode distributes Tickets in sequential rotation among Team members. The system maintains a rotating pointer: each new Ticket goes to the next member in the queue.

| Member | Weight | Expected distribution |
| ------ | ------ | --------------------- |
| Ana    | 1      | 33% of Tickets        |
| Bruno  | 1      | 33% of Tickets        |
| Carla  | 1      | 33% of Tickets        |

<Note>
  In the current version, offline members are not automatically skipped in round-robin. To avoid assignments to absent attendants, temporarily remove them from the Team or use the Least load mode, which only considers active Conversations.
</Note>

## Status and Responsibility

The distribution mode defines who receives each Conversation and when:

* **Round-robin** — Tickets are assigned in sequential rotation, regardless of each member's current workload
* **Least load** — each new Ticket goes to the member with the fewest open Conversations at the time; in case of a tie, the system chooses whoever received the oldest Ticket
* **Manual** — Tickets arrive unassigned and any Team member can claim them through the Inbox

<Note>
  Manual mode is recommended for Teams that need visual triage before taking a case — for example, specialized support teams where complexity determines who should handle it.
</Note>