Agent Groups

Organising your customer service team into agent groups can significantly enhance efficiency and streamline communication. By categorising agents based on their roles, such as handling queries or managing outreach, businesses can ensure that customer interactions are managed smoothly and effectively. Learn how to set up and utilise agent groups to optimise your workflow.

Agent Groups allow you to categorise your live agents into different teams, enabling you to assign conversations to them accordingly.

For instance, one group could focus on handling customer inquiries, while another might be dedicated to outreach tasks.

To set up an agent group, click the “+Group” button.

Enter the group's name. Decide on the assignment by status, which determines if online agents should receive conversations first or those who are offline. Choose the assignment method, such as Round Robin, which distributes conversations evenly among agents.

Use the toggle on the right to include or exclude members from the group. Members with the toggle enabled will be part of the group.

Finally, toggle the Group Chat option to enable or disable communication among live agents within a particular group.

The "weighting" feature allows you to prioritise certain team members over others when assigning conversations.

To implement these agent groups, use the action node within the flow builder to assign them at different stages of your flow.

Scroll down to view your newly created agent group or select from the existing ones.