Not all agents have the same expertise, and sending visitors to the right person helps you deliver faster, more accurate support. In Conversations, you can:

• Assign visitors to a specific agent.
• Assign visitors to a group of agents, or invite an agent to join the conversation when you need help with a specific topic.
• Let visitors select the group they want to be connected with.

➡️ To learn how to create groups, check our dedicated article Create and manage groups. 

Before you start

If you want to assign visitors to a specific group or let visitors select a group, make sure the group is activated. To learn more, check our dedicated article Create and manage groups in Conversations.

👤 Assign visitors to an agent

If you receive a conversation that matches a specific agent’s specialty, or if the visitor has a preferred agent, you can assign the conversation directly to that agent. You do not need to join the conversation to assign it.

To assign a visitor to a specific agent:

1. From the conversation, click the silhouette icon 👤+ next to the visitor's name.
2. Select the agent you want to assign this visitor to.
   

The selected agent will receive a notification, and the conversation will appear in their My messages section. You can add multiple agents to the conversation at any time if you need additional help.

👥 Assign visitors to a group 

You can assign your visitors to a group of agents either manually or automatically using triggers.

Assign visitors to a group manually 

If a visitor’s request relates to a specific team (e.g., Support, Sales, language-specific team), you can manually assign the conversation to that group.

To assign a visitor to a specific group:

1. From the conversation, click the hash icon # next to the name of the visitor.
2. From the list, select the group to which you want to assign this visitor.

All online agents in that group receive a notification and the conversation appears in their My messages section.

Assign visitors to a group automatically with targeted chats

Targeted chats (or triggers) allow you to assign visitors automatically based on conditions such as the page they are viewing, how they interact with your site, or which website version they are visiting.

To learn how to set up targeted chats, check our dedicated article What are the targeted chats (or triggers) and how to use them?.

In our example, we will set up a trigger to automatically assign French visitors to the "FR support team":

1. Create a group with the agents who speak French and name it "FR Support team".
2. From the IF condition, choose the CURRENT URL option and paste the URL that redirects to the French version of your website.
3. From the THEN condition, choose Assign visitors to a group and select the FR Support team group from the drop-down list.
4. Click Enable the trigger.
5. Click Save.
   

Visitors who open the chat widget on the French version of your website will be automatically assigned to the FR Support team group.

💬 Ask visitors to select a group

You can allow visitors to choose the group they want to contact from a list displayed in the chat widget. This works best when group names are clear and easy to understand. Avoid using internal or technical labels that may confuse visitors.

To allow your visitors to choose the group they want to be assigned to:

1. Click the account dropdown and select Settings > Inbox > Groups.
2. Activate the Ask visitors to select a group option.
3. (Optional) Activate the Add a "not sure" option to the list of groups box as some visitors may have multiple questions or may not be sure which team they can address. They will be assigned to any online agent.
   
4. Make sure each group you want to show is public and activated.
   
5. (Optional) In the chat widget settings, you can use the chat widget text to let visitors know they'll need to choose which team to chat with.

Visitors will be asked to select a group after sending their first message. If they do not select a group, their message won't be sent.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo Agency partner.