Overview
The Team section lets you manage who handles customer conversations, create specialized teams, set assignment rules, and control user permissions.
Important:
Always set a default assignee - without one, new conversations won't be assigned to anyone and might get missed.
Default Assignee
What It Does
Sets who receives new conversations by default. This can be a single person or a team.
How to Set It
Go to Settings → Team
Under "Default Assignee," click the dropdown
Choose either:
A specific team member
A team you've created
Warning: If no default assignee is set, new conversations will sit unassigned in the inbox. Always have someone designated.
Creating & Managing Teams
What Are Teams
Teams are groups of at least 2 people on your account who can handle specific types of conversations (sales, support, etc.). You can create multiple teams for different purposes.
Creating a Team
Click the blue "Create Team" button
Enter a team name (e.g., "Sales Team" or "Customer Support")
Select team members from your existing users
Click "Save"
Minimum 2 members required to create a team
Team Assignment Types
Manual Assignment
Conversations are NOT assigned automatically to individuals
Conversations are assigned to the team still
Someone must manually assign each conversation or they can take over any conversation from the team shared inbox
Best for: Complex queries that need careful routing
Round Robin Assignment
Conversations automatically rotate between team members in order
Example: 9 conversations with 3 team members = 3 conversations each, distributed sequentially
Best for: Balanced workload distribution
Editing Teams
Find your team in the list and click "Edit"
You can:
Change the team name
Add or remove members
Switch between Manual and Round Robin assignment
Delete the team (red "Delete Team" button)
Important: When you delete a team, any conversations currently assigned to that team will become unassigned from the team but will remain with the individual team members who were handling them. The conversations will show as assigned to specific people rather than the team.
Inviting Team Members
How Team Invitations Work
Click "Invite Team Members"
Enter the person's email address
Select their role (Owner, Admin, Marketing Lead, or Support Agent)
Click "Send Invitations"
The invited person will:
Receive an email invitation
Need to accept and create their Spur account
Be able to access your workspace alongside you once setup is complete
Plan Limits
AI Start: 2 team members total
AI Accelerate: 5 team members total
AI Max: 10 team members total
Add-ons available: You can purchase additional seats for larger teams (even 100+ members is possible)
User Roles & Permissions
Owner
Highest authority - Full control over everything
Access: All Spur features (marketing, support, security settings)
Team Management: Can invite or remove any team members
Billing: Can manage subscription and payments
Automation: Full access to all flows and integrations
Admin
Day-to-day operations manager - Broad access with some restrictions
Access: Marketing and support features
Team Management: Can invite/remove team members (except Owners)
Restrictions: Limited access to security settings and billing
Automation: Can create and edit most flows
Marketing Lead
Customer engagement specialist - Focused on marketing activities
Access: Link products, broadcasts, templates, and campaigns
Analytics: Can view shared inboxes and team performance data
Restrictions: Cannot invite/remove team members or access security settings
Automation: Can manage marketing-related flows
Support Agent
Front-line customer service - Conversation handling focus
Access: Shared inboxes, customer conversations, basic analytics
Restrictions: Cannot invite/remove team members, add integrations, or create teams
Automation: Can trigger existing flows but cannot create new ones
Focus: Primarily handles customer support conversations
Team Members Overview
In the "Team Members" section, you can see:
Name & Email: Who's on your team
Online Status: Whether they're currently active
Role: Their permission level
Teams: Which teams they belong to
Actions: Edit their role or team assignments anytime
Changing User Roles
Click "Edit" next to any team member to:
Promote a Support Agent to Admin
Change an Admin to Marketing Lead
Adjust team memberships
Only Owners can change other Owners' roles
Best Practices
Always Set Default Assignee
Never leave this empty - conversations will get lost
Use a team for better load distribution
Review and update as your team changes
Team Structure Ideas
Sales Team: Marketing Leads + Support Agents for pre-purchase queries
Support Team: Support Agents for post-purchase help
Management Team: Owners + Admins for escalated issues
Role Assignment Tips
Start new members as Support Agents
Promote based on experience and trust level
Keep the number of Owners minimal (1-2 max)
Give Marketing Leads to people handling campaigns
Frequently Asked Questions
Q: What happens if I don't set a default assignee? A: New conversations will sit unassigned in your inbox. Someone needs to manually assign them or team members will have to take over manually, which creates delays and missed messages.
Q: Can one person be on multiple teams? A: Yes, team members can belong to multiple teams simultaneously.
Q: How do I know if someone accepted their invitation? A: Check the "Team Members" section - accepted invites will show up there with their online status.
Q: Can I change assignment type after creating a team? A: Yes, edit the team and switch between Manual and Round Robin anytime.
Q: What happens if I remove someone from a team? A: Their existing assigned conversations stay with them, but they won't receive new ones from that team.
Q: Can Support Agents see all conversations? A: They can see conversations in shared inboxes they have access to, but cannot access settings or create new integrations.
Troubleshooting
Issue: Team member can't see certain features
Solution: Check their role permissions - they might need to be promoted
Issue: Round robin isn't working
Solution: Ensure the team has multiple active members and conversations are being assigned to the team (not individuals)
Issue: Invitations not being received
Solution: Check spam folders, verify email address is correct, resend if needed