Manage and organize how users are grouped and how interactions are distributed among them. The settings applied in this section directly impact the inboxes of the managed groups

Getting started

Go to the menu Sales Service > Settings > Service Groups to view and adjust the options.

⚠️ Attention:  To create new groups or manage hierarchies, contact Zenvia support.

What can be configured

Below, choose the setting you want to adjust and use in your sales service group. Each topic links to a specific article with detailed instructions:

• Change a group name
  Modify the name of an existing group to make team identification easier.
• Move a user between groups
  Transfer an agent between groups according to operational needs.
• Agents in multiple groups
  Learn how a single agent can participate in more than one group.
• Configure group rules and parameters
  Define criteria and limits to organize the workflow within the group.
• Define how contacts are assigned to the group
  Choose how contacts are distributed among agents and how notifications are displayed.
• Enable automated triage
  Set up an automated initial service that directs the customer to the correct group or ends the conversation if no group is available.
• Configure automatic contact closure
  Automate the closing of inactive conversations to keep service organized.
• Create quick replies for the service group
  Create standardized messages that all group members can use.
• Set absence messages
  Configure automatic messages sent when the agent is unavailable.
• Select to display agent names
• Select to display media and multichannel interaction history

💡 Tip: Group settings help keep sales service organized, efficient, and aligned with your team structure. Adjust each item according to your company’s operational reality.