Short answer
Tick one or more teams on a campaign and only their members can dial it. Auto-assignment only picks owners from those teams, and callbacks stay inside them (unless your callback policy lets anyone take them). With no teams ticked, everyone in the company can work the campaign.
Teams are the simplest grouping in DialerDay: a named set of users, such as *Setters*, *Closers*, *Spanish desk* or *Night shift*. Managers create them, and a user can be on several.
What a team does on a campaign
In the campaign's settings, managers tick the teams allowed to work it:
- No teams ticked: every agent and manager in the company can dial it.
- One or more ticked: only members of those teams can.
That one setting affects every way a lead reaches someone:
| Where | Effect |
|---|---|
| Starting a dialing session | Only team members see and dial the campaign. |
| Automatic owner assignment | Round robin and balanced only pick team members. |
| Due callbacks | Only team members can take the campaign's callbacks, unless your callback policy is set to anyone in the company. |
| Answered-call overflow | Goes to a free teammate on the same campaign. |
Teams vs skills
Teams answer who works this campaign. Skills answer which leads in it each person can take.
| Teams | Skills | |
|---|---|---|
| Granularity | Whole campaign | Each lead |
| Typical use | Departments, shifts, client accounts | Licensed states, languages, product knowledge |
| Required? | Optional (none = everyone) | Optional (off = no filtering) |
You'll often use both: a *Medicare* team on the Medicare campaign, and state skills inside it so each lead reaches a licensed rep.
Teams elsewhere in the app
- Inbound: a number or IVR step can ring a team, and a ring group can include a team as members.
- Texts: teams control who sees which conversations in the shared inbox.
- Reports: filter analytics by team.