# Team, Roles, Logs, Queues, and Smart Routing | Mihu AI Launch Week · Day 2 · Queues, Team & Smart Routing # Team, Roles, Logs, Queues, and Smart Routing Who is on the platform, who can access what, who accessed where, which numbers they answer, and what happens when nobody picks up. Mihu AI Team September 1, 2026 9 min read v1.0.0 Launch Week · Day 2 Invite · Role · Queue · Routing Team One queue AI agent Your team and your AI agent answer the same number. A queue decides which of them is speaking. In this article 1 Get your team in (https://mihu.ai/fr/blog/launch-week-day-2-01-09-2026#invite) 2 Roles and scopes (https://mihu.ai/fr/blog/launch-week-day-2-01-09-2026#roles) 3 Access logs (https://mihu.ai/fr/blog/launch-week-day-2-01-09-2026#logs) 4 Queues (https://mihu.ai/fr/blog/launch-week-day-2-01-09-2026#queues) 5 What happens when a call or message arrives (https://mihu.ai/fr/blog/launch-week-day-2-01-09-2026#sequence) 6 Frequently asked questions (https://mihu.ai/fr/blog/launch-week-day-2-01-09-2026#faq) Team Management is where you add your team, set what each member can access, and create the queues that route incoming calls and messages. ## Get Your Team In One email, one role, and they are in. Select Invite User . An email address and at least one role — that is the whole form. The subject and the message are already written and yours to edit. The secure link, the code and the expiry notice are added automatically. Email — the person's work address. The form checks a seat is free on your plan before it sends, so an invitation never goes out that cannot be accepted. Email subject and Message — pre-written. Reword them if you like. Roles — pick at least one. Send Invitation — valid for 48 hours . Email Times sent Expires Status newstarter@yourcompany.com 1 in 47 hours Pending contractor@partner.com 2 — Expired Copy Link for when the email is stuck in a spam filter, Resend for a fresh 48 hours, Revoke to stop it now. ### Or Let Them Ask Turn on Allow users from @yourcompany.com to discover this workspace , and anyone registering with a company address is asked: is this your workspace? If they say yes, they land in Waiting for Approval — as a request, not a member. An administrator picks their roles and selects Approve ; they get an email and sign in with the password they already created. Both paths end at the same gate: an administrator decides. Verifying an email address is not the same as getting in. ## Roles and Scopes Who gets into which part of mihu, and how far. A scope is a single permission: it decides whether one part of the product opens for a member or stays out of reach. A role bundles the scopes one job needs, so you hand out one thing instead of ticking boxes for every new arrival. Some scopes are a place: tick Campaigns and the member has Campaigns. Others are how far someone goes once they are there — viewing conversations is one permission, replying to them is another, and assigning, changing the status and labelling are each their own. So "read everything, reply to nothing" is a role you can actually build. Add Role Name Sales Agent Key sales_agent Scopes Five ticked. Everything else stays closed. Unified Contacts Campaigns Appointments Templates Reports Knowledge Agents Quality Assurance Channels & Numbers Billing Workspace Settings Team Management A role is a name, a key, and the scopes ticked. Nothing else. Role Key Scopes Members Sales Agent sales_agent 6 selected 12 Support Lead support_lead 11 selected 3 Finance finance 4 selected 2 Two things worth knowing before you build your first one. Edits land immediately. Change a role and every member holding it moves onto the new access on their next screen — no sign-out, no "clear your cache", no ticket. Some permissions are Core. They are marked, and every team member keeps them. A team member who cannot view conversations is not a smaller role, it is a broken one. Need an exception for one person? Open the member and add or remove a single scope. Their role stays as it is, and so does everyone else who holds it. The one account you cannot restrict is the workspace owner. Try this: build a role per job, not per person — one Sales Agent, one Support Lead, one Finance. Moving somebody between teams becomes one change instead of twenty, and when the job itself changes, everyone doing it moves at once. ## Access Logs Every screen opened and every request made, allowed or denied. Access is only half the story; the other half is what was actually done with it. The last tab in Team Management is a log of every request: the time, the member, the path they opened, the scope that governed it, and whether it went through. All members All results Last 7 days Search URL… Time Member Request Scope Result 09:41 Ayşe Demir /contacts contacts 200 09:38 Mert Kaya /contacts/campaigns campaigns 200 09:35 Elif Yıldız /team-management/queue team_management 200 09:31 Mert Kaya /billing billing 403 09:24 Ayşe Demir /agents agents 200 Filter by member, by result, and across the last 24 hours, 7, 30 or 90 days. It covers the screens your team opens and the requests anything you have connected makes on their behalf — same list, same filters. The denied rows are the ones worth a weekly minute. Each one is either a role that is too tight for the work, or somebody reaching for something they should not — and both are things you want to find early. Sign-in tokens are never stored, and neither is the content of any request or response. The log answers who and what, not what was said. ## Queues One number, an AI agent, your team, and a rulebook. Most systems make you choose: the AI agent answers, or a team member does. A queue is the place where that stops being a choice. A queue is one identity your customers reach — a number they call, a WhatsApp line, an Instagram account, an inbox — with an AI agent on it, your team behind it, and the rules that decide which of them is speaking at any moment. Not a handover once at the start. A line both of them work all day. Add new queue , name it, pick a colour, attach a channel. Six kinds: Channel What you attach Call A phone number WhatsApp A WhatsApp number SMS An SMS-enabled number Instagram DM An Instagram account Facebook Messenger A Facebook page Email A connected mailbox Sales CA WA SM 4 agents SLA 30 s 2 routings Support CA WA EM 6 agents SLA 60 s 1 routing Billing EM IG 2 agents SLA 5 min 0 routings Every queue in one line: its channels, its agents, its target and its rules. One queue can carry several at once. Three facts about how it is wired: The AI agent is per number. The team is per queue. Every number in the queue can run a different AI agent, while the same team stands behind all of them. A number belongs to exactly one queue. Once it is in, it disappears from every other queue's picker, so no call is ever claimed by two rulebooks. Delete the queue and the numbers are free again. A number that cannot be routed is never left looking attached. If the routing behind it fails to apply, the attachment is rolled back and you are told why — rather than a queue that quietly never applies. Everything saves as you type. Then, per channel and number, four numbered cards decide who answers, how quickly, what happens under pressure and what happens after hours — and when none of that covers your case, you write the rule yourself. ### SLA — how fast One slider, 5 seconds to 10 minutes . Interactions on this number aim to be answered within it. It is a target, not a wall — nothing is dropped when it passes. But it is the clock the Flow card watches: with escalation set to SLA breach , a customer message left waiting past this number's target is escalated on its own, without anybody noticing it first. Set it to what your customers actually expect on that channel; a ringing phone and an email do not deserve the same number. ### Flow — when it does not go to plan This is where a queue stops being a list of names and becomes a plan. 3 Flow overflow · escalation · behavior Knowledge gap If the customer's question is not covered by the AI agent's knowledge, hand off to a team member. In-queue callback offer Offer a callback instead of holding. Overflow On a condition, move the conversation to another target. Escalation On a condition, escalate the conversation to a higher target. Four switches, and each one knows its own moment. Knowledge gap. Turn it on and the number gets a confidence bar. The instruction goes to the AI agent in its own words: if the question is outside what you were trained on, or you are less than N% sure, do not guess. Instead of an invented answer, the conversation moves to the queue you chose. That target has to be a queue your team actually works — handing a confused customer to another AI agent is not a handoff, it is a loop. The unanswered question is kept, so you can see what your knowledge base is missing. In-queue callback. When your team is away, the alternative to holding is a callback. Turn it on, pick the member who makes the call, and write the prompt the AI agent follows while it is still talking: understand what the customer wants, ask what they need, collect the details. Three things happen at once: every automation hold lifts so the AI agent can actually speak, the chosen member gets a task and a notification, and the details land in the thread. Your team member calls back already knowing why. When your working hours start again, the AI agent stops promising callbacks and goes back to normal. Overflow. Move the conversation to another queue or another AI agent when one of three things is true: Reason Fires when Load threshold The queue is holding more than 25 active conversations Max wait Somebody has been waiting more than 5 minutes with the last word All agents busy Nobody in the queue is free Overflow redistributes work rather than escalating it, so nothing gets locked — the target team simply receives it, with a notification saying why. It fires once per conversation. Escalation. Same idea, pointed upward, and each reason knows its own moment: Reason What triggers it SLA breach The target response time passed with the customer waiting Unresolved after time Still open 24 hours later Customer request They asked for a team member — the queue can turn this on even when the agent's own setting is off Negative sentiment The conversation is going badly On negative sentiment the AI agent does not stop, announce anything, or leave the customer hanging. It answers, de-escalates, and quietly flags the thread. The conversation moves to your target queue and its members are notified, while the customer sees nothing but a calm reply. Once per conversation. And a queue can never overflow or escalate to itself, so a bad afternoon cannot become a loop. ### Hours — when the lights are on AI 24/7 — always on, no hours to define. The default, and for many numbers the right answer. Working hours — pick the days and the window, e.g. Mon–Fri, 09:00–18:00, in your workspace's timezone. Then the question that matters: who answers after hours? An AI agent who takes the night shift, voicemail, or closed. Setting Value Status Working hours Mon–Fri 09:00–18:00 On After hours Night AI Covered And a night is only a night: a conversation parked overnight is handed back to its daytime setup as soon as your hours start again. Every business already has an answer to "what happens at 3am". Usually it is the phone rings out . This is the card where you replace it. ### Rules of your own The four cards cover what every queue needs. Routings cover what yours needs. Each rule picks a channel and number, a trigger, and an AI agent to hand the conversation to. Routing Sales Routing name Long wait → AI Each rule is IF → THEN; they run top-down, the first match wins. 1 Rule CHANNEL Call · +1 555 0142 IF a customer waits too long 30 s THEN Transfer to AI Agent · Sales Assistant + Add rule Cancel Save routing Rules run top-down, and the first match wins. IF Fires A customer waits too long on the clock, after the seconds you set The call or message goes unanswered on the clock All agents are busy the moment it arrives It arrives after hours the moment it arrives The message contains a keyword the moment it arrives A contact field matches the moment it arrives — equals, contains, greater or less than Two behaviours make these rules worth trusting: A transferred conversation stays transferred. A keyword only appears in the message that carried it. Once a rule has handed a conversation to an AI agent, that agent keeps answering — the queue does not step back in and mute it two messages later. A rule beats the queue. Transferring a conversation to an AI only makes sense if that AI is allowed to speak, so a rule transfer releases the hold. Try this: one rule — if a customer waits more than 30 seconds, transfer to the AI agent. Five minutes of work, and the messages that used to sit unanswered now get an answer. ## What Happens When a Call or Message Arrives The order, once, in plain words. Every card above is a step in one sequence. This is it, in the order it runs: The conversation joins its queue — the number it arrived on decides where it starts. If it was deliberately moved somewhere else earlier, that move is respected rather than undone. Your routing rules get first look. First match wins, and its AI agent takes it from there. Overflow checks the pressure. If the queue is over its limit, the conversation moves and the receiving team is notified. A team member's own choice is honoured — if someone has already set who answers a conversation, nothing here overrules them. The clock is checked. Outside working hours the number does what you told it to: the AI agent carries on, the callback starts, or the conversation waits. The queue decides who speaks — its AI agent, your team, or both together. Running alongside all of it, on a timer rather than on arrival: the SLA clock, the 24-hour unresolved check, and the wait-based routing rules. If anything in that chain fails, nothing is lost — the call or message still lands, still in the queue, waiting for your team. Automation that breaks quietly is worse than no automation, so it is built to fall back to your team, not away from them. ## Frequently Asked Questions Do the AI agent and my team share the same number? Yes — that is the point of a queue. The AI agent is set per number, your team stands behind the whole queue, and the queue decides which of them is speaking at any moment. What happens outside working hours? Whatever you choose: an AI agent takes the number, a callback is offered and collected, it goes to voicemail, or it waits for the morning. Does the customer know when a conversation is escalated? No. On negative sentiment the AI agent answers and de-escalates as normal; the move happens behind it, and your team is notified. Can somebody join the workspace without me approving it? No. Both paths — an invitation you send, or a request from your company domain — end with an administrator approving. ## Tomorrow: LOOP by mihu Not an AI agent with someone watching, and not a team with an AI agent bolted on the side. One loop: an omnichannel inbox and cloud call center where your team and your AI agents answer the same calls and the same messages — or help each other do it. Launch Week Queues Routing Team Management Roles AI and team member ## Keep exploring Launch Week More ways to run your contact center with Mihu AI 🔒 Launch Week · Day 1 #### Domain, Security, and Identity Aug 2026 (https://mihu.ai/fr/blog/launch-week-day-1-31-08-2026)