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  4. 07. Settings
  5. 01. Channels
11. Assigning account interactions
3 min
Created by Leonora Alves on 8/29/2024 5:38 PM
Updated by Leonora Alves on 8/29/2024 6:23 PM

Assign support channels to a specific agent or a support group. This way, all messages received through these channels will be directed to the responsible person or group.

Before assigning, make sure the channel is properly integrated and configured for support. The channels available for commercial support are Webchat, Facebook Messenger, WhatsApp, and Instagram.

⚠️ Attention: This feature is only available for users with Operator and Admin profiles.

How to assign groups to the channel

  1. Go to Settings > Channels > Manage Account;

  2. In the list of connected accounts, find the desired account and click the assignment icon ;

  3. Next, choose how you want to assign support for that account:

    1. Assign to a group: Select one of the groups configured in Sales > Settings > Customer service teams.

    2. Assign to an agent: Assign it to a specific user.

    3. Do not assign interactions: Unassigned support from this account will be directed to the All inbox in Sales > Customer inbox.

  4. Click Save to complete the channel assignment.

Managing support groups

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 and the agents assigned to each group. You can also configure and understand the structure of your support.

Assign contacts

Define how contacts will be assigned to groups using distribution rules that best suit your operation. For example, you can choose the 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 the groups and subgroups, organized in a "parent and child" (main group and subgroups) format.

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

Done! Now you can configure the support according to your operation's needs, ensuring that all messages are directed to the right person or group.