User Groups

Group your agents to handle diverse customer inquiries.

One of the critical challenges the support team faces is efficiently managing agents to handle diverse customer inquiries. 'Group Team Members' feature offers a powerful solution to this challenge, allowing organizations to optimize support operations and elevate customer service.

Group your agents into different teams based on their skills or topics, ensuring that each customer gets the best answer or solution for their question or problem raised.

Where To Group Team Members?

1. Navigate to Settings>My account>User Groups>Create Group.

1. Once you have clicked the 'create group' button, a pop will appear asking you to provide a name to your 'group'. Add the name and click next.

1. Tick out all the agent names from the drop-down list that you want to add to the group.

1. Once added click on 'Done'. The group will be created with the added team members.

This group information is visible in the Assign tab of the shared team inbox to assign the chat to the group easily.

You can add one agent to more than one group to maximize efficiency and time.