Group your team

A group is a set of supervisors and agents, such as "Night shift". Link a group to an inbox and everyone in it works there, each with their own role. People you add to the group later join the inbox too.

Team → Groups

1. Open Team and click the Groups tab.
2. Click New group.
3. Enter a Name.
4. Under Members, tick the people to include. You can search by name or username, filter by Role, or click Select all.
5. Click New group to save it.
6. Now link it. Open Inboxes and click Settings on the inbox's card.
7. Under Routing, click Agents & assignment.
8. Click Link group, pick the Group, and click Link group.

Good to knowCopy Anchor Link

• Only owners create, change and link groups. Supervisors see the groups linked to their inboxes.
• To change a group's members, click Edit on its row. To remove it, click Delete.
• On Agents & assignment, linked groups are listed after Groups:. Click the × on one to unlink it. Its people stay only if they work there directly or through another group.
• The Groups column on the People tab shows each person's groups.
• See Agents and assignment for how chats reach the people in an inbox.