Organizing Agents into Groups

Run several agents, say one per department or one per store, and groups let you organize the Dashboard so related agents sit together under a shared heading instead of one long list.

Groups are purely organizational: they don’t share settings, skills, or channels. Grouping or ungrouping an agent never changes how it behaves.

Creating a group

There are two ways to create a group.

Option 1: Select multiple agents

1. On the Dashboard, click Select.
2. Click each agent card you want to include — a checkmark appears on each one you select.
3. Click New group in the bar that appears at the bottom of the screen.
4. Type a name for the group in the Name This Group dialog.
5. Click Create Group.

Option 2: Drag one agent onto another

1. On the Dashboard, click and drag an ungrouped agent’s card on top of another ungrouped agent’s card.
2. Drop it — the Name This Group dialog opens automatically.
3. Type a name for the group and click Create Group.

Tip

If you drag an agent onto a card that’s already in a group, it joins that group directly — no naming dialog needed.

Renaming a group

Click the pencil icon next to a group’s name (it sits beside the group heading on the Dashboard) to open a Rename Group dialog pre-filled with the current name. Edit it and click Rename.

Removing an agent from a group

Two ways to do this. Click the small group-name chip shown on that agent’s card, next to its name, and it’s removed from the group immediately, no confirmation asked. Or drag the agent’s card down into the Ungrouped section.

Either way, the agent itself is unaffected. Only its Dashboard placement changes.

Dissolving a group

Click the X icon next to a group’s name and you’ll be asked to confirm:

Dissolve “[Group Name]”? Agents in it keep all their settings — they just become ungrouped.

Confirm, and the group is gone. The agents that were in it aren’t deleted or changed in any way; they just move back into the Ungrouped section.

The Ungrouped section

Any agent that doesn’t belong to a group appears under an Ungrouped heading below your named groups. Haven’t created any groups yet? That heading doesn’t show, and your agents just appear as a single list.

Note

Groups are only shown while you aren’t searching. If you type into the search box, the Dashboard switches to a flat, filtered list so search results aren’t split apart by group.