How do Teams work?

A clear explanation of working in teams

Teams is a functionality that allows you to create different teams and send messages to these teams. Per team you can add one or more team members. You can see Teams as a filter for information. You group your conversations based on a filter of your choice. For instance, you can group conversations based on departments, location or content. You'll find some use cases later in this article, but first we'll explain exactly how you forward conversations to different teams. The following example shows a plausible process:

  1. A new conversation arrives at the general filter Unassigned conversations. The conversation turns out to be a question from a customer about his invoice.
  2. You pick up this conversation by first clicking on the conversation and then on the type bar. The conversation will automatically be moved to My Conversations since you picked it up. 
  3. You answer the customer and tell him that you need to forward the call to the Finance team so that they can help him further with his invoice.
  4. You then click on the arrow pointing to the right in the top right corner to forward the conversation. 
  5. A pop-up window will appear. Select the Finance team here.
  6. The conversation will now be moved to the Finance team filter and all individual members linked to this team will now be able to pick up this conversation.


There are two types of filters. The General filters can be thought of as the place where conversations come in or where you can directly access all the conversations assigned to you. Team filters serve as an additional filter to divide conversations into different subsections. You can find more about this here 

Also, each team has its own label. For example, in the image below you see two conversations with the label SUPPORT. This way, everyone can see which team is working on which conversation.

Of course, you don't necessarily have to work on a departmental basis. There are several ways to work with Teams! Below are four ways you can use Teams:

  • Use Teams as themed inboxes. For example, create the 'quote request' and 'complaint' team and forward calls to these teams when they belong there.
  • Deploy Teams as a task list. Create different teams and call them, for example, 'Customers still to be called' or 'Invoice still to be sent'.
  • Use Teams to distinguish between different locations or provinces. For example, create the Rotterdam and Amsterdam team.
  • Collaborate in the Watermelon platform based on different teams. For example, think of the teams: Customer Service, Marketing and Administration.