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Team Handling Segment

Team Handling Segment

A period one teammate actively handled the conversation, attributed to the team assigned to it at the time. Teammate identity is not included.

teamobject or nullrequired

The team assigned when the period ran, or null if no team was assigned

started_atstring, (date-time)required
Example:"2026-09-28T10:10:00Z"
ended_atstring or null, (date-time)required

Null while the period is still open

Example:"2026-09-28T10:20:00Z"
start_reasonstring or null

team_change when the period starts at a team reassignment

Example:"team_change"
end_reasonstring or null

Why the period ended (assignment, snooze, close, away, auto_away, session_drop, team_change)

Example:"assignment"
{
  "team": {
    "type": "team",
    "id": "814865",
    "name": "Billing"
  },
  "started_at": "2026-09-28T10:10:00Z",
  "ended_at": "2026-09-28T10:20:00Z",
  "start_reason": "team_change",
  "end_reason": "assignment"
}