Published at: 2025-10-30

Customer Service Staff Management

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)

picture coming soon:

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.

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

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

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

Two configuration methods are available:

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

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