You can assign a channel to an agent or a group to ensure that all incoming messages are directed correctly to the responsible person.

• Commercial support → assign to a specific agent or group.
• Support support → assign to a department.

How assignment works

Messages are directed to the corresponding inboxes according to the configuration set on the channel.

Unassigned commercial support messages go to the "All" inbox, while unassigned support messages go to the "All" group.

How to assign WhatsApp messages

1. Go to Settings > Channels.
2. Under WhatsApp, click Manage account.
3. Locate the desired account, click the three-dot menu, and select Assign to a group.
4. Choose the destination:
   1. Commercial support:
      1. Assign to a group: Select one of the groups configured in Sales > Settings > Support groups.
      2. Assign to an agent: Assign to a specific user.
         
   2. Customer support:
      1. Select one of the departments configured in Support service > Settings > Conversation settings > Support groups.
         
5. Click Save to finish.

How to assign Webchat, Facebook Messenger, Instagram, and RCS

(commercial support only)

1. Go to Settings > Channels.
2. On the desired channel, click Manage account.
3. Locate the account and click the assignment icon .
4. Choose an option:
   1. Assign to a group: Select one of the groups configured in Sales > Settings > Customer service teams.
   2. Assign to an agent: Assign to a specific user.
5. Click Save.

Group and Department management

1. Commercial support (Sales)

Support groups are configured by the Zenvia team. If you need to create new groups, contact support.

Go to Sales > Settings > Customer service teams to view the groups in your account, the agents assigned to each group, and to configure and understand your support structure:

Assign contacts
Define how contacts will be assigned to groups, using distribution rules that best suit your operation. For example, you can choose Automatic distribution, where contacts are assigned sequentially to available agents.

Understand the support structure
In the Customer service teams section, you can also view the hierarchical structure of groups and subgroups, organized in a "parent-child" format (main group and subgroups).

⚠️ Attention: Each group can have only one support line assigned at a time. Learn more about the support structure.

2. Support Support

The configuration of support departments is done in Support service > Settings > Conversation settings > Support groups. In this section, you can view existing departments, the agents assigned to each, and also adjust support priorities.

Each department is assigned a priority from 0 to 10, with higher numbers indicating a higher priority for that group in message distribution.