Understand how the hierarchical structure of service groups and channel assignment works in Zenvia Customer Cloud.
Access the structure
To view the structure, follow these steps:
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Go to Sales > Settings > Customer service teams;
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Click on Customer service structure.
Understand the structure
The structure screen displays important elements. Here’s how it works:
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The first card always represents the group you belong to.
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To the right, you will only see the subgroups related to your group, including their respective subgroups.
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Each card contains the group name and the number of users.
💡 Tip: You can drag the view with your cursor to explore in all directions. It's not possible to move or edit the cards.
Group hierarchy
The structure is read from left to right. You can only see the groups to the right of the group you belong to, along with all their subgroups.
Service line assignment
The service line assignment works as follows:
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Each group can have only one service line assigned to it.
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If a parent group has an assigned line, this line will be inherited by all its child groups.
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If a child group has a specific line, only that group and its subsequent subgroups will use that line. The other child groups will continue to inherit the parent group's line.
Practical example
Scenario 1: If the channel line is assigned to the group BRASIL, all groups to the right will use this line.
Scenario 2: If the same line is assigned to the Financeiro group, only that group (and its subgroups, if any) will have access to the line. Other groups will no longer have access to this line.
