## Overview

These are the three foundations of your operation: the **account** (identity and general
preferences), the **agents** (the people who handle conversations) and the **teams** (groups of
agents that organize the queue and conversation assignment). Setting them up well from the start
avoids rework as the team grows.

- The **account** defines company name, default language, time zone and branding.
- **Agents** are the users with access, each with a role (permissions).
- **Teams** group agents by function, product or shift and help route conversations.

## Prerequisites

- The **Administrator** role to edit the account, invite agents and create teams.
- The email addresses of the people you'll invite.
- An idea of how you want to organize the team (by channel, product, shift, etc.).

## Step by step

1. **Account**: in Settings, open the account tab and adjust name, language and time zone.
2. **Agents**: open the agents area and use the invite option. Enter the email and role; the person
   receives an email invitation to set a password.
3. **Teams**: create a team, give it a clear name, decide whether it allows auto-assignment and add
   the member agents.
4. Connect teams to your **inboxes** and assignment rules as needed.
5. Review the agent list and remove/deactivate anyone no longer on the team.

## Settings & options

- **Language and time zone**: affect business hours, reports and automated messages.
- **Agent role**: defines permissions (see the roles and governance article).
- **Availability**: each agent can appear as online/busy/offline, influencing assignment.
- **Team with auto-assignment**: distributes new conversations among available members.

## Use cases

- Separate **Support**, **Sales** and **Billing** into distinct teams.
- Route conversations from a specific WhatsApp number to the responsible team.
- Scale the team by adding agents to an existing team, without reconfiguring everything.

## Tips, limits & best practices

- Use self-explanatory team names — they appear in filters and reports.
- Set the right role at invite time so you don't grant overly broad access.
- Deactivate agents who left instead of leaving them active and unused.

## Troubleshooting

- **The invitation didn't arrive**: ask them to check spam and confirm the email; resend the
  invitation if needed.
- **Conversations aren't being distributed**: check that the team has auto-assignment on and that
  agents are available (online).
- **I can't invite agents**: the plan limit may have been reached or your role lacks permission —
  talk to the administrator.

## See also

- [Custom roles and governance (RBAC)](/hc/ajuda/articles/administration-custom-roles-governanca-rbac-en)
- [Business hours, labels and attributes](/hc/ajuda/articles/administration-horarios-labels-atributos-en)
- [Notifications and preferences](/hc/ajuda/articles/administration-notificacoes-en)
- [Administration overview](/hc/ajuda/articles/administration-overview-en)