Chat groups are teams of agents organized to manage and respond to customer conversations in a chat support environment. Their role is to direct interactions to different departments or teams, ensuring that each request is forwarded to the correct group according to the type of support, specialization, or service.

With chat groups, you can:

• Organize your team by products, services, or areas of expertise.
• Define who handles which chat requests.
• Automate the distribution of conversations among agents.
• Customize automated messages to enhance the customer experience.

In this article, learn how to create and set up chat groups to optimize your team's support.

💡 Tip: To better understand the concept of chat support, check out the documentation Overview of Chat.

How to Create Chat Groups

1. Go to Settings > Chat > Chat Groups.

2. Click on to create a new group.

3. Follow the instructions in each displayed tab:

Main

1. Group Name: Enter a unique name for the group. The name cannot be duplicated in other groups on the platform.

2. Display Name (Optional): This name will appear in the chat application and can be the same for different groups.

Practical Example:

• Group Name: Product 1 Support
• Display Name: Support

In this example, the group "Product 1 Support" will be displayed in the chat application as "Support." If you create another group, such as "Product 2 Support," you can also use "Support" as the display name.

⚠️ Attention: The fields Name and Display Name do not support emojis.

When enabling this option, certain settings will be automatically adjusted for compatibility with these platforms. 

⚠️ Attention: With this option enabled, the Service Selection will not be available.

Service Selection

Select from which level of the service catalog will be displayed for customer selection. If nothing is selected in this field, the entire catalog will be available.

1. Choose whether to display the service or company area to the customer.

2. When selecting a service, you can set a starting point from the service catalog. For example:

   1. Service: Sales

   2. Subareas: Cancellation, Questions

Standard Messages

Set up automatic messages for different moments in chat support:

• When the customer enters the queue
• When the agent starts the support
• When the chat is closed
• When the agents are offline

💡 Tip: Use placeholders (dynamic variables) in messages, except in offline messages. To see the options, type { in the message field.

Inactivity Timeout

Set a timeout for the chat to automatically close after inactivity:

1. Check the Enable inactivity control option.

2. Set the time (maximum of 59 minutes) for automatic closure.

Automatic Distribution

1. Check the Automatic Chat Distribution option to distribute conversations among the group agents.

2. Maximum Number of Simultaneous Interactions per Agent: 

   1. If not specified, chats will be distributed without considering the number of ongoing conversations for each agent. 

   2. If specified, new chats will only be assigned after ongoing interactions are concluded.

Administrators

A group can have one or more administrators. They have special functions and can:

• Monitor all ongoing conversations within the group.
• Intervene in conversations or initiate support directly.
• View graphs and performance indicators to track the group’s performance.

If you want the administrator to also handle conversations in the group they manage, they need to be selected in the Agents group as well.

💡 Tip: Collision Control: Enable this option so that administrators receive a notification if other administrators are viewing the same chat. This prevents multiple administrators from interfering in the same conversation simultaneously.

Agents

Agents are responsible for responding to chat requests from customers. Each group must have at least one designated agent:

1. Choose the agents who will handle the group.

2. You can set whether the agent must follow the order of arrival of requests or if they can choose conversations.

⚠️ Attention: 

• Administrators can act as agents, but only agents receive notifications of new conversations.
• The status of the Agents (Online/Offline) determines the displayed availability for customers.
• Agents can transfer conversations to other chat groups if necessary.

More Information

Learn more about the Chat Application Registration.

Understand the Chat Operating Parameters.