Manage and organize how users are grouped and how the support tickets are distributed among them.

In this article, you will learn:

• Edit group name
• Change a user's group
• Configure group rules and parameters
• Define how contacts will be assigned to the group
• Enable automated triage
• Configure automatic closing of contacts
• Create and edit quick replies
• Set absence messages

How to get started

Go to the menu Sales > Settings > Support Groups to adjust the options.

⚠️ Attention: 

• Users with an Agent profile only have access to the Absence Message settings. Other features are available for Operator and Admin profiles.
• To create additional groups or manage hierarchies, please contact our support team.

⚓︎

Edit group name

To edit the name of a support group you manage:

1. In the Support Groups tab, locate the group and click on the pencil icon ;
2. Enter the new name and click Save changes. 

⚠️ Attention: The group name cannot be empty and must be between 1 and 50 characters long.

⚓︎

Change a user's group

To change the group of a user with an Agent profile:

1. In the Support Groups tab, locate the desired user in the support groups by clicking the arrow icon  on the right corner;
2. Click the pencil icon on the corresponding user's line, located in the Assignment column;
3. Select the new group and save the settings.

💡 Tip: By enabling the New tickets button, contacts in the Support Inbox will be automatically distributed to users through the automatic assignment rule. When disabled, contacts are manually assigned between users.

⚓︎

Configure group rules and parameters 

Set criteria such as deadlines to identify overdue or urgent contacts, alerts for excessive contacts in the queue, information sharing between group users, and visibility and privacy adjustments. These settings help organize the workflow, prioritize tasks, and improve operational efficiency.

To configure a group: 

1. In the Support Groups tab, click the three-dot menu > Group Settings;
2. Fill in the fields as needed:
   1. "Urgent" contact: Enter the time in minutes for a contact to be marked as urgent.
   2. "Overdue" contact: Define the time in minutes for a contact to be considered overdue.
   3. Set a value as the maximum reference limit to monitor the queue of waiting contacts. This value will be used as a parameter to alert when the number of contacts waiting exceeds the defined limit.
      ⚠️ Attention: Changes made will be reflected in the New contacts waiting graph, affecting the thermometer calculation in the Overview.
3. Select the desired options:
   1. Share inbox: Allows everyone in the group to see the tickets.
   2. Display tickets in the queue: Shows all pending tickets for prioritization.
4. Click on Save.

⚓︎

Set how contacts will be assigned to the group

Choose how you want to handle tickets in the queue. 

1. In the Support Groups tab, click the three-dot menu > Contact Assignment;
2. Define how contacts will be assigned to the group:
   1. Manually: Agents manually select contacts from the In Queue list to serve them, allowing them to choose the order of service. The list must be enabled in the group settings.
   2. Radar: Contacts are automatically distributed among available agents as they enter the queue. It is possible to set an exclusive time for the first agent, after which the contact may be visible to other agents.
   3. Automatically: Contacts are automatically assigned to agents in sequence, from the oldest to the most recent, without any choice on which contact to attend to first.

💡 Tip: Learn how contact assignment works in the commercial support settings.

⚓︎

Enable automated triage 

Enabling automated triage allows you to offer your customers automated service through an initial triage, before they are transferred to human support. This triage separates the tickets by group, or if there is no group, simply ends the conversation:

1. In the Support Groups tab, click the three-dot menu > Enable automated triage;
2. Clicking this option redirects you to the Chatbot flow screen to make the configurations. To learn how to set it up, access this article Automated triage.

⚠️ Attention: If you already have a triage enabled in the group, this functionality will appear as Edit automated triage. If you have a different chatbot, it will appear as Edit chatbot.

⚓︎

Set automatic contact closure

Choose when to automatically close tickets for inactive contacts:

1. In the Support Groups tab, click the three-dot menu > Contact closure;
2. Choose to keep it as Never or specify a time period.

⚓︎

Create and edit quick reply messages

Facilitate communication with predefined messages for recurring situations.

1. In the Support Groups tab, click the three-dot menu > Quick replies;
2. In the management screen, you can:
   1. View, create, or delete quick replies
3. To create a new one:
   1. Click on Create quick reply.
   2. Fill in the Template Name and Message fields.
   3. Use variables like name, address, or email if necessary.
   4. Click on Save.

⚠️ Attention: Quick replies are only used in already opened tickets. For the first interaction, use a message template.

⚓︎

Set absence message

Absence messages are automatically sent when a user receives a message in the chat with the contact, and this happens via the channel configured in the group/user.

For example, if a contact is chatting with a user whose working hours are from 9 AM to 6 PM and sends a message at 6:01 PM, the absence message will be sent automatically, but the assignment will remain with the user.

⚠️ Attention: If a group has more than one channel, the setting will be applied to all channels of the group. If all channels are removed from the group, the absence message will be lost.

How to set the absence message:

1. In the Support Groups tab, click the three-dot menu > Set absence message;

2. Choose between:

   1. Do not send a message: The group will not send any automatic absence message;

   2. Outside business hours: Send a message when there are no agents available during business hours in the group;

   3. Send always: A message will be sent automatically whenever a ticket is opened in the group;

   4. At a scheduled time: The message will be sent automatically for tickets opened within the selected period. Add the start and end date and time.

3. Enter the text of your absence message using up to 1024 characters;

4. Click on Save.

Done! The settings you made will be applied to the Support Boxes of your groups.