Guides for team and routing.
Create and maintain support groups
— Organize agents into the groups used by channel connections and routing.
Set agent availability and working hours
— Use availability, schedules and chat limits to control when agents receive work.
Choose automatic or manual assignment
— Set how new conversations are assigned within a support group.
Route conversations by URL domain or country
— Send matching website visitors to a support group or turn chat off for a matching context.
Configure inactivity and automatic closure
— Control initial no-reply transfer, visitor idle status and long-inactivity closure.
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