Creating and Managing Teams in Shape
Team Management
Learn how teams work in Shape and how users collaborate across roles.
Creating and Managing Teams in Shape
This video explains how teams work in Shape and how they help you further organize users beyond departments. Teams allow you to group users for smarter lead distribution, call routing, reporting, and visibility without changing their core role or department.
How Teams Fit Into Your Setup
Departments define what someone does. Teams define how users are grouped within those departments. Teams act as an additional layer that lets you organize users based on seniority, performance tier, responsibility, or routing needs.
Common Team Use Cases
Teams are flexible and can be used in many ways depending on how your organization operates.
Examples include:
- Senior versus junior sales reps
- Tiered sales groups such as gold, platinum, or bronze
- Warm transfer groups
- Regional or shift-based teams
Teams allow you to categorize users without creating unnecessary departments.
Creating a Team
Teams are managed from the Teams settings page. When creating a team, you can give it a name, add a description, and assign users to it.
You can also assign a manager or director to the team, which allows leadership to view performance, records, and activity for everyone in that group.
Team-Based Visibility and Oversight
When a team is assigned to a manager or director, that leader gains visibility into all records owned by users on the team. This makes it easy to supervise activity, review performance, and manage workloads without needing access to every user in the system.
Teams can exist with or without a manager depending on your needs.
Distributing Leads by Team
Teams can be used directly in distribution rules. Instead of routing leads to an entire department, you can route them to a specific team.
This is especially useful when:
- Certain sources should go to a specialized group
- High-value leads need senior reps
- Campaigns require controlled routing
- Regional or shift-based teams
Team-based distribution gives you precision without overcomplicating your setup.
Inbound Call Routing With Teams
Teams also play a key role in inbound call routing. You can route calls to a team using different strategies depending on how quickly you want calls answered.
Routing options include:
- Round-robin across the team
- Blast dialing all team members at once
- Sequential calling with timed delays
This ensures calls reach the right people at the right time.
Managing Access and Visibility
Teams help control who sees what across records, reports, and inboxes. Managers, shift leads, or supervisors can be assigned to teams so they can monitor activity and assist when needed.
This creates structure without forcing users into overly broad access.
Why This Video Matters
Teams control how records are routed, how calls are handled, and how leadership gains visibility across the organization. When used intentionally, they make distribution smarter, reporting clearer, and supervision easier.
They give you flexibility to scale, specialize, and route work accurately without changing your core department structure.
