1. Adding/Deleting Support Groups

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

• Set the group name and working hours.
• Directly add support agents to the group during setup, either individually or by department.
• Edit existing support group information, such as modifying the name or working hours.

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2. Adding/Removing Support Agents

There are two ways to add support agents:

• Individual Assignment: Add agents one by one. Agents added this way can be manually removed.
• Department Assignment: Add entire departments. Agents added this way cannot be manually removed. The system automatically adds or removes agents when department changes occur in the Org Structure.

Note: When adding support 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 two agent statuses: Online and Offline. Users can also create custom statuses.

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Note: All custom statuses are treated as offline states. When an agent is in a custom status, new conversations will not be assigned to them.

4. Configuring Support Working Hours

Set support working hours via:
Online Support → System Settings → Conversation Settings → Working Hours

Two configuration methods are available:

1. Group-Level Hours: The system assigns conversations to online agents only during the group’s working hours.
   Edit the support group to configure its working hours.

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2. Agent-Level Hours: Conversations are assigned only during an agent’s individual working hours.
   Configure these via: CRM → System Settings → Working Hours

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