Groups

Groups connect staff profiles to the integrations and workflows they should handle.

Create a group before adding operators if your team needs to route chats by integration, market, language, traffic source, or support process.

Groups Table

The Groups page lists all operator groups.

Create a Group

1. Open Settings.
2. Go to Groups.
3. Click Create Group.
4. Enter the group name.
5. Select the integration this group should work with.
6. Save the group.

Integration

A group must be linked to an integration. This tells GChat which staff members can work with chats from that source.

Examples:

Add Members

Members are assigned through staff profiles.

1. Open Settings.
2. Go to Staff.
3. Create or edit a staff profile.
4. Select the group.
5. Save the staff profile.

The group Members Count updates after staff profiles are assigned.

Troubleshooting

Operators Do Not See Chats

Check that:

1. The staff profile is assigned to the correct group.
2. The group is linked to the correct integration.
3. The integration is active.
4. New chats are coming from that integration.

Group Has No Members

Open Staff and assign staff profiles to the group. A group with no members cannot distribute work to operators.

Best Practices

• Create separate groups for different integrations or teams.
• Use clear group names that match the team workflow.
• Do not put all operators in one group if they handle different traffic sources.
• Review group membership when operators move between teams.