Published at: 2026-09-17
Support agent management
Scenario
Maintain support agents, groups and working hours.
Before you begin
The current account has customer service management rights, and the personnel and organization scope that need to receive sessions have been clarified.
Configuration steps
Customer service management is used to uniformly manage personnel, roles and online status in the Online Customer Service system. It is the basic module for enterprises to build customer service organizations and daily operations and maintenance.
Step 1: Configure customer service management basic information
* Customer Service Administrator: The management role responsible for Online Customer Service rules and agent management.
* Support Agent Avatar: The avatar displayed to visitors.- Working hours
There are two modes:
- Customer service group hours: When a session starts during the group’s working hours, the system assigns it to an available support agent. Edit the group to set its working hours.
- Employee working hours: When a session starts during an employee’s working hours, the system can assign it to that employee. Use this option when working days and holidays vary by employee.
Path: CRM > System Settings > Working Time
Step 2: Maintain support agents
The Support Agents tab lets you create customer service groups and add agents. This configuration determines who can handle sessions. Maintain groups and agents before configuring channel assignment rules.
- Add customer service group: You can click Add Group to add a new one, and click Edit to modify the group information. The system presets a default group. When the system is initialized, customer service managers will be added to the group by default, and they can be modified later.
[!NOTE] All and Ungrouped are system views, not actual groups, and cannot be selected in session assignment rules. An agent without a group appears in Ungrouped and also in All.
- Add support agents: Select a group and add agents in one of two ways:
Add individual users: Add one user at a time. You can remove these agents manually.
Add by department: Add agents through a department. You cannot remove these agents manually. The system adds or removes them when the department membership changes.
- Delete support agents: Select an agent and click Delete.
Deleting within a group removes the agent from that group. If the agent has no other group, the system displays the agent in Ungrouped.
Deleting an agent from Ungrouped or All removes the agent from the support-agent configuration.
[!IMPORTANT] You can delete an agent only when the agent has no valid sessions.
Step 3: Manage customer service status
This tab is used to manage customer service online status types and switching rules. Default includes: 1. Online 2. Offline
Administrators can click [New Customer Service Status] to add a new status type, such as: Busy, In Meeting, Training.
Session verification before switching: When customer service switches status, does it need to verify whether there is an unended session currently?
Turn on verification: all ongoing sessions must be processed before switching status
Turn off verification: allow forced switching of states
Tips: All custom statuses will be offline by default. When the customer service belongs to the custom status, new sessions will not be assigned to the customer service
Expected Result
- Create or edit a support agent’s group and working hours.
- Make this person online.
- Initiate a test session and confirm that the session can enter the person’s workbench according to the assigned rules.
FAQ and troubleshooting
- When a session is not assigned to Designated Personnel, check person status, working hours, and assignment rule priority.
-
When unable to edit personnel information, confirm that the current account has Online Customer Service administrator rights. ## Related topics
- Initialization and basic configuration
- Customer service workbench
- Web channel access settings