Conversations allows you to group your agents by specialty. For example, you can create groups according to the languages spoken by your agents or according to their role in your company: Sales, Support... You can also create separate groups for each of your websites and set up triggers to automatically redirect your visitors to the right support team.

Before you start

• Having more than one agent is only available on the Standard, Professional, and Enterprise plans. For more information, check our pricing page.
• Even with just one agent, you can still create groups. For example, you can assign VIP clients directly to the agent, bypassing the Unassigned status.
• You have to be an admin or agent with dedicated rights to be able to create a group.

Create a group of agents

1. Click the account dropdown and select Settings > Inbox > Groups. 
2. Click + New group. 
3. In the # Group X field, type a relevant name for this group to make it easy for agents and visitors to know what the group is for.
   For example, create a "FR support team" group to help visitors on your French website.
   ❗️ Important

   If you offer support in multiple languages, update the group name in each language using the tabs below the name field.
4. Select the agents that will be part of this group. One agent can be added to multiple groups:
   • Click Select all to select all your agents for this group, or
   • Manually toggle the agents you want to include.
5. (Optional) Activate the Make private option to hide the group from visitors in the chat widget.
   💡 Good to know

   If you deactivate the Ask visitors to select a group option from the account dropdown > Settings > Groups, visitors won't be able to see or select groups from the chat widget, even if groups are public.
6. Click Enable group to activate it and click Save. 

🎉 Your group is now ready. You can assign visitors directly to this group, or allow visitors to select a group themselves. To learn more, check our dedicated article Assign visitors to a specific agent or group.

Edit or delete a group of agents 

To edit a group of agents:

1. Click the account dropdown and select Settings > Inbox > Groups.
2. Click the group name you want to edit.
3. Make the necessary changes following the instructions above.

To delete a group, click 🗑 Delete group at the bottom of the group page.

🤔 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.