New
- Team colors. Every team carries a color picked from a ten-swatch palette, editable under Settings → Roles & teams. New teams get an unused color automatically.
- Route a conversation to a team. Open a conversation and use Assign to team in the ⋯ menu. Anyone on that team can work it, whatever their role — the team’s queue is always visible to its own members. Only teams that handle the conversation’s channel (plus workspace-wide teams) are offered.
- Team label in the inbox. A conversation waiting on a team shows the team’s name and color under the message preview. Once an agent takes it, the agent replaces the label — team routing says who should pick it up, the assignee says who has.
- Unassigned tab. A dedicated tab lists conversations nobody has picked up. It means untriaged: routing a conversation to a team takes it out of the tab.
Changed
- “See unassigned conversations” is now a permission. Previously every member saw every unassigned conversation, whatever their role — in a workspace that never assigns, that was the entire inbox. Unassigned conversations are now visible only to admins and to roles holding the new permission.
- Existing roles do not have it. Members on a custom role lose the unassigned queue when this ships. To restore it, open Settings → Roles & teams, edit the role, and tick See unassigned conversations. Their own team’s queue keeps working without it.