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Settings & Billing

Agent Groups

Organise agents into groups and route conversations to a whole group instead of individuals.

Agent Groups

Agent Groups let you route conversations to a named team rather than a specific individual. Winora round-robins across online members of the group.

Creating a group

  1. Go to Team → Groups tab.
  2. Click New group, enter a name (e.g. "Billing team", "Tier 2 support").
  3. Add agents to the group.

Routing to a group

  1. Go to Settings → Routing.
  2. In a routing rule, set Assign to → Group and select your group.
  3. When the rule fires, Winora picks the least-busy online agent in that group.

Using groups in macros

In a Macro action of type Assign to, you can select a group as the assignment target instead of a specific agent.