Assign agents to teams within your Twilio Flex contact center. Agents assigned to teams automatically inherit the skills assigned to the team.

Account Owners, System Admins & Supervisors

Platform roles required to view and manage users.

Navigate to Menu > Manage Users 


Assign Teams to a User

After selecting the user you want to assign to a team, you will be redirected to the user details screen.

  • Select the “Teams” tab.
  • Click the “+” icon in the top right section of the table.


After clicking on the “+” icon, the "Assign User to Team" slideout will appear allowing you to select the team(s) to assign to the user.


  • Click the drop-down menu in the “Select Teams" input field to access the available teams
    • Search or select the teams to assign to the user from the drop-down 
      • Multiple teams can be selected at once
        • If there are selected teams that should no longer be associated with the user, you can deselect the teams before saving the changes
  • Click the “Save Changes” button to assign the teams to the user

All of the selected teams will appear in a list on the "Teams" tab. 

Note: Account Owner and System Admin roles will be added to the team with the team role of Supervisor.


Remove Users from a Team

To remove a user from a team, select the remove (trashcan) icon, and confirm that the user should be removed.

  • Hover your cursor over the name of the team in which the user will be removed 
  • Click on the remove (trashcan) icon
  • Select “Yes” when the delete confirmation message appears



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