Manage groups

Jacob Firuta
5 min read
updated: Sep 20, 2022

Groups are very useful if you have multiple departments handling different cases, e.g., Sales and Support. They can significantly shorten case resolution time and reduce annoying transfers between agents working in different departments.

Group feature is available in Team, Business and Enterprise plans.
Group feature is available in Team, Business and Enterprise plans.

Create a groupLink icon

  1. First, go to Agents → Groups and click on Add new group.

**

Add a new group in LiveChat

  1. Enter a name of the group.

Enter name of a group

  1. Click on Choose member.

Choose a member of a group

  1. Select agents, you want to assign to this group by checking a box next to their name.

Add agents to a group

  1. Then, choose priority (read more about priority) for every agent.

Choose agent priority in a group

  1. Next, click on Confirm.

Confirm adding agents to a group

  1. Finally, click on Save changes.

Save changes made to a group

You can create as many groups as you wish. Also, you can assign one agent to multiple groups.

Edit a groupLink icon

  1. First, go to Agents → Groups and select a group you want to edit.

**

Choose a group to edit

  1. Click on the pencil icon in the top right corner.

Edit a group in LiveChat

  1. You can change the name of the group, add and/or remove agents, and choose priority.

Edit details of a group

  1. To finalize, click on Save changes.

Save changes made to a group

The general group is a default LiveChat setup that includes all of your agents. You can’t edit this group. Instead, you can replace it with a custom group using routing rules.
The general group is a default LiveChat setup that includes all of your agents. You can’t edit this group. Instead, you can replace it with a custom group using routing rules.

Delete a groupLink icon

  1. First, go to Agents → Groups and select a group you want to delete.

**

Delete a group in LiveChat

  1. Click on the pencil icon in the top right corner.

Click on edit group icon

  1. Then, click on Delete group.

Delete group in group editing

  1. To confirm, click on Delete.

Confirm deleting of a group

Assign groups to websites and pagesLink icon

You can assign a different group to each site or page you’re using. For example, when a chat starts on a pricing page, it will be routed to your sales team. This way, you are able to manage all your pages and sites using one LiveChat license.

Things like chat widget appearance, language, greetings and many more can be set for each group. So the chat widget matches the site/page’s design and its purpose. Want to learn more? Read assign groups to multiple sites and pages tutorial.

You can create group-specific canned responses. This way agents don’t need to go through a neverending list of canned responses that they never use. Learn how to create canned responses for groups.
You can create group-specific canned responses. This way agents don’t need to go through a neverending list of canned responses that they never use. Learn how to create canned responses for groups.
Having trouble with advanced setup? Contact one of the recommended partners to get a perfect solution from industry experts.
Having trouble with advanced setup? Contact one of the recommended partners to get a perfect solution from industry experts.

Add group selection to pre-chat formLink icon

You can add a group selection to your pre-chat form to let customers choose the right department before they start a chat. To do that, follow these steps:

  1. Log in and go to Settings → Forms → Pre-chat form. If pre-chat form is turned off, you need to turn it on by moving the toggle in the top right corner.

Pre-chat form settings in LiveChat

  1. Click on Add element.

Add element to pre-chat form

  1. Choose Group selection from the list.

Add element to pre-chat form

  1. Enter question, choice name, and group assigned to the choice. You can add more choices if needed.

Edit group selection in pre-chat form

  1. When you are done, click on Save changes to finalize the setup.

Save changes made to group selection in pre-chat form

Now, your site’s visitors will be able to choose a department at the beginning of every chat.

Select group in pre-chat form

Note that your visitor will be connected with a member of the group selected in the pre-chat form according to routing rules. But even if the chosen group has different settings than the one in which the chat has started, chat look and language of the widget will not change. That’s because the settings loaded with a tracking code at the start cannot be force-refreshed after the form is submitted.

Handling multiple businesses with LiveChat? Bulletproof your setup with audits, training sessions, health checks and other professional services.
Handling multiple businesses with LiveChat? Bulletproof your setup with audits, training sessions, health checks and other professional services.

Agent priority in a groupLink icon

Set agent priority to decide who should get chats first in a group. There are two settings:

  • Primary—agents with primary priority always get chats first.
  • Secondary—agents with secondary priority only get chats if all agents with primary priority can’t take any more chats.

This feature is useful when you want to have a back-up for certain groups. For example, your sales team can be a back-up for your support team. And help out when there are too many support cases coming in. All you need to do is add sales agents to support group and set secondary priority for them.

Change agent priority in a groupLink icon

  1. First, go to Agents → Groups and select a group you want to edit.

**

Choose a group to edit agent priority

  1. Click on the pencil icon in the top right corner.

Edit group icon

  1. Then, click on priority field and select an option from the list.

Change agent priority in a group

  1. To finalize, hit Save changes

Save changes made to agent priority in a group


Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Roles: owner, administrator, and agent

Find out what are the differences between owner, administrator, and agent roles on LiveChat license and what privileges do each of them has.

Read the article

Start using LiveChat now!

Free 14-day trial Team plan features No credit card required

Still not convinced? Discover all LiveChat features

Discover our other products