How to create User groups

Topics

What is it?

Automatic chat distribution

What is it?

This tool allows you to optimize and increase your agents productivity on the live chat. Whit this tool, you can divide your agents in specifics groups, so your service will be more assertive, directing the traveler to the group that will be able them the best way. For exemple, if you combine this function with the chat distribution or the manual transference, if a traveler wants to talk about their invoice, you can direct them to the financial team group that you create. Below we will show you how to set this tool.

Steps

1. Access your Admin panel;

2. Go to Settings and inside settings, choose User Groups;

3. Click in New user group;

4. Give this group a name;

5. Select the company and the users that will be part of this specific group:

6. If you want that this group only receive chat attributions to online users, select the option below: Restrict transfer to online users only.

7. Now all you need to do is save this group and it will be available to distribute the chats.

How to transfer the chats

There is two ways to atribute a chat to an user: Manually or by a chat distribution rule. Below we show you how to do both of them.

Automatic chat distribution

On the Chat distribution tool, you can create a rule that will distribute the chat based on the channel, language and tags, and you can choose to distribute to a group instead of user. To know more about this, click here.

Manually distribution

If one of the agents needs to transfers or distribute a specific chat, this can be done manually, as we show you below:

1. On the Live chat, choose the chat that needs to be transfer;

2. on the right top side, click on the agent's name that is currently responsible for the chat:

3. Click on the user group icon:

4. Select the group that the chat needs to be transfer to:

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⚠️ Attention: If the chosen group only allows transfers to online users, and there is no one online, the transfer won't be made..

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