Sales Creating Groups or Teams in Freshworks CRM helps you collaborate and work closely on sales opportunities, create and share reports, campaigns, tasks, and appointments easier. 


1. Sales teams

Sales teams are a group of users who are created and managed by an Admin or Manager. In Freshworks CRM, sales teams can be created by Account Admins, Admins, and Managers. Creating a sales team allows users to execute various activities such as sharing reports with a relevant group, extending group invites for appointments, adding sales groups to territories, etc.

  • To create a sales team go to Admin Settings > Groups (Under Users and Permissions) > Sales Teams. Alternatively, you can click on the profile icon and choose Sales Teams and click Create Sales Team

  • Name your group and add members by clicking on the dropdown titled Choose a user to add to this team

Note: Territories are directly associated with records and control the scope of data. Sales teams, on the other hand, is a feature that helps you group multiple users for ease of sharing reports, sequences, etc. A sales team does not impact the scope of the data you can view. 

2. Chat groups

If you have multiple teams working with your chat account, like ‘Sales’, ‘Support’, or ‘Marketing’, you can create those teams in chat as Groups.

  • To create chat groups, go to Admin Settings > Groups (Under Users and Permissions) > Chat Groups and click on Add Group.

  • Name your group, provide a description for the group, and add team members.

  • Set up Business Hours for your different teams, across regions, to keep customers in the loop about your business's availability. 

  • Once you create Groups, you can assign/auto-route incoming messages to different Groups instead of individual agents. Agents who are available/free can then pick up conversations and start replying.

  • To edit group details/delete groups, click on the drop-down option against the Group name.

3. Phone Teams

  • To create a new phone team, go to Admin Settings > Groups (Under Users and Permissions) > Phone Teams and click on New Team.
  • Give a name to your team, add members, and click Add Team.