✓ Each group will be able to have an SLA, have user feedback by sending a satisfaction survey for the attention received, and the option for you to choose the methodology in which the conversations will be assigned to them, using chat routing.
✓ Since an agent can belong to multiple groups simultaneously, they will be able to see, in chat notifications, which group the conversation was routed to. This information is accessible both before responding to the conversation and during the interaction with the user.
✓ Within the group's General settings, you can enable a notification that will be received by users with the Coordinator and Agent Supervisor roles when the number of waiting users reaches the threshold you configure in the same section.
✓ From the Virtual Assistant platform, it is possible to configure different service hours for each group that receives transfers on the Live platform, as well as establish them by specific day of the week.
Explore how to create, edit, or delete groups in the following tour.