1. Adding/Deleting Support Groups

When adding a support group, you can configure the following data:

• Set the group name and working hours
• Add support agents to the group either individually or by department
• Edit existing support group information (e.g., rename group or modify working hours)

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2. Adding/Removing Support Agents

There are two ways to add support agents:

• Individual Assignment: Agents added this way can be manually removed.
• Department-based Assignment: Agents added through departments cannot be manually removed. The system automatically adds/removes agents when department changes occur in the Org Structure.

Note: When adding agents, you must assign them to a support group. If no group exists, configure it first under Support Group Settings.

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3. Customizing Agent Statuses

The system presets agent statuses as Online or Offline. Users can also create custom statuses.

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Note: All custom statuses are treated as offline. Agents in custom statuses won’t receive new conversations.

4. Configuring Support Working Hours

Path: Online Support → System Settings → Conversation Settings → Working Hours

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Two configuration methods are available:

1. Group-based Hours: Conversations initiated during a group’s working hours are routed to online agents.
   • Edit a support group to set its working hours.

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2. Agent-based Hours: Conversations are routed based on individual agents’ working hours.
   • Path: CRM → System Settings → Working Hours

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