Groups
A group is a team of users, such as "Sales", "Support" or "Billing". You use groups to hand chats to a whole team instead of one person, and to route calls.
Before you start
- You need permission to view groups, and to create, edit or delete them. See Roles & permissions.
- The people you add must already be users.
- Groups are available on selected plans. If you open Groups and land on the Plans page instead, your plan doesn't include it. See Plans.
Where groups are used
| Where | What the group does |
|---|---|
| Transferring a chat | When you transfer a chat, you can assign it to a group. Picking a group also narrows the agent list to that group's members. See Chatting. |
| The chat list filter | You can filter chats by Assigned Group. |
| Bots | The bot's transfer step can Assign to Group. See Bot Factory. |
| Team Chat | If your business has Team Chat, each group gets its own group chat with the same name and members. Group leads are admins of that chat. See Team chat. |
| Calls | Groups can be used in call routing and IVR menus. See Calls. |
Open the Groups page
In the sidebar, open Administration and click Groups. The page is called User Groups.
Create a group
- Click Add New Group.
- Type a Group Name, for example "Support".
- Optional: add a Description.
- Pick a Group Color. It helps you spot the group in chats and lists.
- Click Create Group.
Add members
- On the group's card, click Members.
- Click Add Members.
- Tick the people to add. Use Search users… or Select all to go faster.
- For each person, choose Member or Lead.
- Click the Add button at the bottom.
A Lead is the team leader. Being a lead changes two things:
- In the group's Team Chat, leads are admins.
- In calls, if your routing is Priority Based with Group Lead First, the group's leads get calls before the other members. This also applies when a phone menu (IVR) sends a call to the group. See Calls.
Leads have no extra rights over chats: chat transfers, the chat list and what each person can see work the same for leads and members.
To remove someone, open Members and click Remove member next to their name.
Edit a group
Click Edit on the group's card, change the name, description or color, and click Save Changes.
Delete a group
- Click Delete on the group's card.
- Click Yes, delete it.
The group and its member list are deleted. The users themselves are not affected.
If the group is still used in call routing or an IVR menu, you see Group Is In Use with a list of where it's used. Remove it from those places first, then delete it.