Overview

Use cases

• Structure your property by service area. A manager creates named teams like "Dining Reservations", "Concierge", or "Housekeeping" once, and updates the member list only when the roster changes.
• Route without knowing the shift schedule. A front desk agent receives a dining request and routes it to the "Dining Reservations" team, so the right group is alerted immediately regardless of who is currently on duty.
• Take clear ownership. A team member sees the conversation routed to their team, assigns it to themselves, and the rest of the team can see it is handled, which avoids two people replying to the same guest.
• Track accountability. A manager can see which staff member took over a team conversation, because the individual replaces the team as the assignee.
• Escalate reminders to a group. An unanswered-chat reminder alert can be sent to a whole team instead of a list of individuals, so nobody is missed when someone is off.

Before you start

• Decide which departments you want to represent as teams, and who belongs to each.
• Make sure the staff you want to add already exist as users in your Duve account. Only active, non-deleted users of your company can be added to a team.
• If you run multiple brands, decide whether each team should belong to a specific brand or sit at the account level, because that choice controls who can be added to it and who can see it.
• To create or change teams, you need the Manager role together with the View & edit company settings permission.

How to set it up

Create a team

1. Go to Settings › Users & Teams.
2. Open the Teams tab.

3. Click + New team.

   

4. Enter a Team Name. This field is required. Names can contain letters, numbers, and spaces only, up to 20 characters.
5. Select an Icon. This is optional, and the first icon (People) is selected by default. There are 16 icons to choose from.
6. Select a Brand. This is optional, and you can select only one brand. You can only pick brands you are associated with.
7. Select Members. At least one member is required.
8. Click Create team.

How the brand choice affects a team

• If you select a brand, the member dropdown offers users associated with that brand, and the team is visible to people whose permissions cover that brand.
• If you do not select a brand, the team is created at the account level and only account-level (unrestricted) users can be added to it.
• Team names must be unique within their scope. The same name can exist under two (or more) different brands, or once under a brand and once at the account level.
• A staff member can belong to more than one team.
• You can add yourself to a team you are creating or editing.

Edit a team

1. Go to Settings › Users & Teams › Teams.

2. Click the team you want to change, or use the actions menu at the ••• icon and choose to edit it.

   

3. Update the name, icon, brand, or members.
4. Click Save.

Delete a team

1. Go to Settings › Users & Teams › Teams.

2. Open the actions menu at the ••• icon on the team row and choose to delete it.

   

3. Read the confirmation message, which tells you how many members will be removed and warns that open conversations assigned to the team will become unassigned.

   

4. Click Delete team.

Manage a user's teams from the Users tab

• The Users tab has a Teams column, which you can filter the same way you filter Brands and Tags.
• Open a user to edit them, and use the Teams field next to Role to add or remove that user's team memberships.

• You cannot remove the last remaining member of a team. If you try, an inline error appears. Add another member first, or delete the team instead.

See your own teams

How to use it

Route a conversation to a team

1. Open the conversation in the Communication Hub.
2. Click the assignee control at the top right of the conversation.

3. Use the search box to find a person or a team, or scroll to the Teams section below Staff members.

   

4. Click the team you want.

Take ownership of a team conversation

Send staff reminder alerts to a team

1. Go to Settings › Communication > Unanswered Chats and find the Staff Reminders section.

   

2. Set the time frame and the channel for the alert.

3. In the To field, pick recipients from the sectioned list, which offers Staff members and Teams.
    

   

4. Save your settings.

Notification behavior

• When a conversation is routed to a team, every member of that team except the person who routed it receives an assignment notification, along with the assignment email. Each member receives it according to their own notification channel preferences.
  • To add the alert notification, enter Profile > Notifications > Conversation section > Mark the relevant notification (to get an alert when the team is assigned, set the notification for "Assigned to conversation"
    
• If the conversation was previously assigned to an individual, that person receives an unassigned notification (only if the notification is marked).
• When a reminder alert names a team, all eligible members of that team are notified. Eligibility depends on the channel: members need a valid email address for an email alert, and a valid phone number for a WhatsApp alert. Members who are missing the required detail for that channel are skipped.
• Members are also filtered by brand permissions, so a member is only alerted for brands they have access to.

Restrictions & limitations

• A conversation has a single assignment slot. It can be assigned to one individual or one team, never to several at once.
• Assigning a conversation to a team replaces any previous individual or team assignment, and assigning it to an individual replaces the team.
• Routing to a team is manual only. There is no automated or AI-based routing to a team.
• The Teams section does not appear in the assign dropdown when the conversation has no eligible teams, for example, when no team has been created yet, or no team matches the conversation's brand.
• Team names are limited to letters, numbers, and spaces, up to 20 characters. Punctuation and symbols are rejected.
• A team can be linked to one brand at most.
• A team must always have at least one member.
• Team membership is not shown as an editable field when you first create a user. Create the user, then open them again to set their teams.

Troubleshooting

• The team I want is not in the assign dropdown. Teams are scoped to brands. Check that the team's brand matches the conversation's brand, or that the team was created at the account level. Also check that the team still exists.
• I get a name error when saving a team. The name is already used by another team in the same scope, or it contains characters other than letters, numbers, and spaces, or it is longer than 20 characters.
• I cannot remove someone from a team. They are the last member. A team cannot be left empty, so add someone else first or delete the team.
• A conversation shows as unassigned even though it was routed to a team. The team was probably deleted. Deleted teams are shown as unassigned, and the event feed shows the action as coming from a deleted team.
• A team member did not receive a reminder alert. Check that they have the details the channel requires, a valid email for email alerts and a valid phone number for WhatsApp alerts, and that their brand permissions cover the relevant brand.

Tips & tricks

• Name teams after the service the guest is asking about, not after a shift or a person, so the routing choice stays obvious to whoever is triaging.
• Use the icons to make teams easy to scan in the assign dropdown and the inbox list at a glance.
• If you run multiple brands, note that team names are shown with the brand in parentheses, for example "Front Desk (Herods London)", whenever your visibility spans more than one brand. This makes it safe to reuse the same team name per property.
• Create teams at the account level for functions that genuinely serve every property, and at the brand level for everything else, so the assign dropdown stays short.
• Point your unanswered-chat reminders at a team rather than at a list of names, so the alert keeps working when people join or leave without anyone having to edit the alert.

FAQs

Related articles:

User Permissions and managing users

Managers at the Brand Level can manage users

Profile Notifications

Unanswered Chat Reminder messages for hosts