Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat.

⚠️ Attention: Functionality available only for Operator and Admin profiles.

How it works

To use the feature, go to Support Service > Settings > Conversation Settings > Customer support groups > Manage.

On the main screen, view the following information:

ID (department identification, generated upon creation);

Customer support group (department name);

Priority (Priority weight);

Status (active or not);

Edit and delete options.

💡 Tip: Use filters to get specific search results.

Create a new Customer support group

1. Go to Support Service > Settings > Conversation Settings > Customer support groups.

2. Click on Manage.

3. Press the New Customer support button.

4. Enter a name for your department. Example: Support.

5. Select the agents who will handle the chats.

6. Choose the priority weight for the Customer support group (0 to 10).

💡 Tip: The higher the number, the higher the Customer support group's service priority level.

7. Save the information.

Done! New department created successfully.