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.