Manage agent groups

Agent groups allow you to organize your support agents by location, focus, expertise, or any other relevant factors and ensure that conversations get routed to the correct set of agents. See Understand agent groups for more.

Access group settings

1. Navigate to Settings by clicking the hamburger menu in the top left and selecting "Settings".
2. Under "Live support", select "Groups".

Create a group

1. Click the "New group" button in the top right.
2. Enter a short descriptive name for the group.

3. Click "CREATE GROUP".
4. Update membership or update settings as desired.

Edit a group

1. In the list of groups, click on the row listing the group you would like to edit.
2. Update membership or update settings as desired.

Update membership

1. If the edit dialog is not already open, create or edit a group to open it.
2. Click the "Agents" tab if it is not already active.

3. Click the "Add an agent" dropdown and select an agent to add them to the group.
4. Click the "Remove" link next to an agent's name to remove them from the group.

Update settings

1. If the edit dialog is not already open, create or edit a group to open it.
2. Click the "Settings" tab if it is not already active.

3. Update the group name as desired.
4. Update the notification email addresses as desired.
5. Update the notification SMS phone numbers as desired.
6. When done with all changes, click "Save".

Notification email addresses and SMS phone numbers allow you to control how agents are notified when new conversations enter the relevant group's queue. By default, emails will be sent to all agents in the group using the addresses on their profiles and no SMS messages will be sent. You can override this per-group by manually setting email addresses and SMS phone numbers to use.

Remove a group

1. In the list of groups, find the row listing the group you would like to remove.
2. Click the kebab icon on the right side of the row.
3. Select "Delete".

You cannot delete the default "All" group which contains all agents.