Agent Groups

Agents Groups are used to organize your live agents into different groups for assigning them conversations accordingly.

For example, one group would be responsible for handling user queries while the other group might be responsible for outreach.

To create an agent group, click on the “+Group” button.

Enter the name of the group. Decide the assignment by status (this basically means whether agents which are online should be assigned a conversation first or the ones which are not). Decide the assignment method (this means what will be the order of assigning conversations, for example A Round robin will delegate equal number of conversations to each agent etc).

Enable/Disable the toggle on the right to include or exclude people from the group. The members for which this toggle is enabled will be included in the group.

At last , toggle the Group Chat for this to be enabled/disabled if you want the live agents of a certain group to be able to communicate as well.

The “weighting” here manages whether certain team members are to be given priority over others when assigning conversations.

To use these agent groups, you can use the action node inside the flow builder to assign them at various stages of your flow.

Scroll down to see your newly created agent group or chose one of the already available ones.