Understand agent groups

Support teams are often organized by factors such as location, time zone, product focus, or level of expertise. This organization can be reflected in Mavenoid through the use of agent groups, allowing you to set up your flows to ensure that the right issues go to the right support agents.

Your team starts with a single agent group: "All". Every agent is automatically added to this group, and by default any live support nodes will route to this group.

Mavenoid admins can add, manage, or remove other groups as appropriate. See Manage agent groups.

Live support nodes in flows can then indicate which group they should route to. See Live support settings - Agent group.

Together, this allows you to route to different groups of support agents based on where you are in the flow, what time it is, or what form data has been set.