# Teams and Call Routing

The use of teams is optional and provides a mechanism to route incoming calls to specific agents.

When creating a team, you'll specify which pages of your website should be included in the team. When a call comes in, Feederloop will check which page of your website the visitor is on. If the page is associated with a team, the call will be routed to agents in that team.

TIP

  • A team can contain multiple routes (ie: pages).
  • Agents can be assigned to multiple teams.
  • Only users who have been flagged as agents can be assigned to teams.

# Example

To illustrate this with an example, let's say you own www.example.com. If you simply want all incoming calls to be routed to your agents irrespective of where a visitor is calling from, then there's no need to create a team.

If however you would like calls from www.example.com/pricing/ to be routed to your sales team, you can create a team in Feederloop to make that happen.

Now when a visitor initiates a call while on www.example.com/pricing/ they will be routed to your sales team, however if they're on any other page of your website the call will be routed to all agents as usual.

# Private Routes

When you flag a route as private, there will be no fall back when agents in that team are not available. In other words, if you flag www.example.com/pricing/ as private in your team and a call comes in while all agents in that team are unavailable, the call will go to voice message.

# Non Private Routes

If a route is not flagged as being private, incoming calls will be routed to any available agent if the agents in that team are unavailable. In other words, if www.example.com/pricing/ is not flagged as private and a call comes in while all agents in that team are unavailable, the call will be routed to any other available agents.