Organizing your agents into groups can help improve efficiency by allowing them to handle specific types of issues. In this article, we’ll walk you through creating and managing groups, configuring group settings, and using actions to efficiently distribute tasks among team members.
How to create a group
To create a new group, navigate to Settings → Team Members → Groups.
If no groups have been created yet, you’ll see an empty state. Click + Group to start creating a new group:
Enter a name for your group and add the agents you want to include. Click Save to finalize:
⚠️ If you intend to use this group for conversation assignments, ensure that all agents in the group have Live Chat seats.
To add additional groups, simply click + Group and follow the same process.
Group properties
After creating a new group, navigate to the group page by clicking on the group name. Here, you can configure the following settings:
- Conversations Assignment: Enable this toggle to automatically distribute conversations among group members. By default, conversations are evenly distributed among the group members:
- Group Members: Manage the list of group members by clicking Edit. This allows you to add or remove members as needed:
Assign conversation to a group
You can use the Assign conversation action in your automations to assign conversations either to specific agents or groups. Note that agent limits do not apply when assigning conversations through this action.
⚠️ Ensure that the Conversations Assignment toggle is enabled in the group's settings to allow conversations to be assigned using this action.