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class="c-copy-button__textarea">https://www.livechat.com/help/dividing-live-chat-by-group/</textarea> </div> </div> </div> </div> </div> </div> <span itemscope itemtype="https://schema.org/Article"> <meta itemprop="headline" content="Manage groups"> <meta itemprop="datePublished" content='2012-06-28T00:21:24Z'> <meta itemprop="dateModified" content='2024-11-02T13:37:34+01:00'> <meta itemprop="author" content="Ola Górska"> <meta itemprop="articleSection" content="Use LiveChat"> <meta itemprop="articleSection" content="Agents"> <meta itemprop="articleBody" content="Groups are very useful if you have multiple departments handling different cases, e.g., Sales and Support. They can significantly shorten case resolution time and reduce transfers between agents in different departments. Groups are available in Team, Business and Enterprise plans. Groups are available in Team, Business and Enterprise plans. Create a group 1 First, go to Team&gt;Groups and select +New group. 2 Enter the name of the group. 3 Select the agents you want to assign to this group. 4 When you’re done, select Create. 5 Next, you can choose to edit your groups, create more groups, or finish for now. You can create as many groups as you wish. Also, you can assign one agent to multiple groups. Edit a group 1 First, go to Team&gt;Groups and select the group to edit. Double-click or select Edit from the drop-down menu. 2 You can change the name of the group, add and/or remove agents, and set agents’ priority in the group. 3 To finalize, select Save changes. General group is a default LiveChat setup that includes all of your agents. You can’t edit this group. Instead, you can replace it with a custom group using routing rules. Delete a group 1 First, go to Team&gt;Groups and select the group to delete. 2 Select Delete from the drop-down menu. 3 To confirm, select Delete again. Assign groups to websites and pages You can assign a different group to each site or page you use. For example, when a chat starts on a pricing page, it will be routed to your sales team. This way, you can manage all your pages and sites using one LiveChat license. Things like the Chat Widget appearance, language, eye-catchers, greetings, and much more can be set for each group. Learn how to assign groups to multiple sites and pages. Once your the members of your team are assignet to the appropriate groups, you can create group-specific canned responses. This way agents can get to the essential messages quicker. Learn how to create canned responses for groups. Once your the members of your team are assignet to the appropriate groups, you can create group-specific canned responses. This way agents can get to the essential messages quicker. Learn how to create canned responses for groups. If you require a more sophisticated and custom-made set up, contact one of our recommenced partners to get a perfect solution from industry experts. Add group selection to pre-chat form You can add a group selection to your pre-chat form to let customers choose the right department before they start a chat. To do that, follow these steps: Log in and go to Settings → Forms → Pre-chat form. If pre-chat form is turned off, you need to turn it on by moving the toggle in the top right corner. Click on Add element. Choose Group selection from the list. Enter question, choice name, and group assigned to the choice. You can add more choices if needed. When you are done, click on Save changes to finalize the setup. Now, your site&rsquo;s visitors will be able to choose a department at the beginning of every chat. Note that your visitor will be connected with a member of the group selected in the pre-chat form according to routing rules. But even if the chosen group has different settings than the one in which the chat has started, chat look and language of the widget will not change. That&rsquo;s because the settings loaded with a tracking code at the start cannot be force-refreshed after the form is submitted. Handling multiple businesses with LiveChat? Bulletproof your setup with audits, training sessions, health checks and other professional services. Handling multiple businesses with LiveChat? Bulletproof your setup with audits, training sessions, health checks and other professional services. Agent priority in a group Set agent priority to decide who should get chats first in a group. There are two settings: Primary agents always get chats first. Backup agents only get chats if all primary agents are chatting at full capacity. Setting agent priority is useful when you want to have a back-up for certain groups. For example, your sales team can be a back-up for your support team and help out when there are too many support cases coming in. All you need to do is add sales agents to support group and set them as backup agents. Change agent priority in a group 1 First, go to Team&gt;Groups and select the group to edit. Double-click or select Edit from the drop-down menu. 2 Then, click on the Priority field and select an option from the list. 3 To finalize, select Save changes. Now, every time a customer starts a chat, it will go to the primary agents of the given group until all of them have reached their concurrent chat limit (the max number of chats they can have at the same time). When this happens, the overflow of the chats will go to the backup agents in this group. "> </span> <div data-controller="amplitude-scroll" style="overflow-x: clip;" itemscope itemtype="http://schema.org/HowTo"> <article data-controller="scroll-spy is-sticky-toc"> <div class="u-flex u-w-full b--u-mx-auto b--u-mb-6 lg:u-mb-0 u-justify-between" style="max-width: 72.5rem;"> <div data-scroll-spy-target="article" class="c-hc-article"> <div class="o-container"> <h1 class="b--u-mb-4 b--md:u-mb-8" itemprop="name"><span class="b--u-text-3xl">Manage groups</span></h1> <div class="u-flex u-flex-wrap b--u-pb-6 b--md:u-pb-8 b--lg:u-pb-12"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto b--u-mr-3 b--u-mb-3 md:u-mb-0"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill//v1589961436/help/aleksandragorska_2_hxwzho.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill//v1589961436/help/aleksandragorska_2_hxwzho.jpg 2x" class="u-w-fit b--u-mr-2 u-ml-0 u-round" width="48"><div>Ola Górska</div> </div><div class="u-flex u-items-center b--u-mr-3 b--sm:u-mr-4"> <img src="/help/icons/time.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>4 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>updated: Nov 2, 2024</span> </div> </div> </div> <aside data-is-sticky-toc-target="stickyElement" class="c-toc lg:u-basis-4 b--lg:u-pl-3 b--u-pb-3 lg:u-hidden" style="position: sticky; top: 0; z-index: 1; overflow-y: clip;"> <div class="b--lg:u-py-4 lg:u--my-xl u-border-gray-900"> <div data-controller="attribute" class="c-toc--mobile b--xl:u-pr-4"> <h3 id="hc-toc-heading" class="u-relative u-mb-0" style="z-index: 2;"><button data-action="click->attribute#toggleClass" class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-p-2 b--u-bg-white u-border-b u-border-gray-800 u-w-full u-text-left" style="cursor: pointer;">Table of contents</button></h3> <div data-scroll-spy-target="list" data-action="click->attribute#toggleClass" data-attribute-target="element" data-attribute-toggle-class="v--active" class="c-toc--mobile__wrap b--u-bg-white b--u-p-1 u-border-b v--active"> <nav id="TableOfContents"> <ul> <li><a href="#create-group">Create a group</a></li> <li><a href="#edit-group">Edit a group</a></li> <li><a href="#delete-group">Delete a group</a></li> <li><a href="#groups-pages">Assign groups to websites and pages</a></li> <li><a href="#target-field">Add group selection to pre-chat form</a></li> <li><a href="#group-priority">Agent priority in a group</a></li> </ul> </nav> </div> </div> </div> </aside> <div class="c-hc-article-content o-container b--u-text-base c-hc-article-content--first"> <p>Groups are very useful if you have <strong>multiple departments</strong> handling different cases, e.g., Sales and Support. They can significantly <strong>shorten case resolution time</strong> and <strong>reduce</strong> <strong>transfers</strong> between agents in different departments.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Groups are available in <strong>Team</strong>, <strong>Business</strong> and <strong>Enterprise</strong> plans.</div> <div class="md:u-hidden">Groups are available in <strong>Team</strong>, <strong>Business</strong> and <strong>Enterprise</strong> plans.</div> </div> <h2 id="create-group">Create a group<a href="#create-group" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#create-group" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour"><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=1)-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=1)-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups1.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text"><ol> <li>First, go to Team><a href="https://my.livechatinc.com/team/groups" target="_blank">Groups</a> and select <strong>+New group</strong>.</li> </ol> </div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups1.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/Groups1.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=1)-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=1)-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups2.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Enter the name of the group.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups2.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/Groups2.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=1)-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=1)-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select the <strong>agents</strong> you want to assign to this group.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups3.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/Groups3.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=1)-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=1)-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups4.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text"><p>When you’re done, select <strong>Create</strong>.</p> </div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups4.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/Groups4.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=1)-step-5"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=1)-step-5"/> <meta itemprop="position" content="5"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups5.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">5</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Next, you can choose to <a href="https://www.livechat.com/help/dividing-live-chat-by-group/#edit-group" target="_blank">edit your groups</a>, create more groups, or finish for now.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/Groups5.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/Groups5.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>You can create as many groups as you wish. Also, you can assign one agent to multiple groups.</p> <h2 id="edit-group">Edit a group<a href="#edit-group" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#edit-group" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour"><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=2)-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=2)-step-1"/> <meta itemprop="position" content="6"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE7.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">First, go to Team><a href="https://my.livechatinc.com/team/groups" target="_blank">Groups</a> and select the group to edit. Double-click or select <strong>Edit</strong> from the drop-down menu.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE7.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE7.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=2)-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=2)-step-2"/> <meta itemprop="position" content="7"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE8.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">You can change the name of the group, add and/or remove agents, and set <a href="https://www.livechat.com/help/dividing-live-chat-by-group/#group-priority" target="_blank">agents’ priority in the group</a>.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=2)-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=2)-step-3"/> <meta itemprop="position" content="8"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE8.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">To finalize, select <strong>Save changes</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE8.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE8.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="md:u-block md:u-basis-12 u-text-center md:u-text-left"><strong>General</strong> group is a default LiveChat setup that includes all of your agents. You can’t edit this group. Instead, you can replace it with a custom group using <a href="https://www.livechat.com/help/setting-up-url-rules-for-groups/" target="_blank">routing rules</a>.</div> </div> <h2 id="delete-group">Delete a group<a href="#delete-group" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#delete-group" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour"><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=4)-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=4)-step-1"/> <meta itemprop="position" content="9"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD9.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">First, go to Team><a href="https://my.livechatinc.com/team/groups" target="_blank">Groups</a> and select the group to delete.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=4)-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=4)-step-2"/> <meta itemprop="position" content="10"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD9.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select <strong>Delete</strong> from the drop-down menu.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD9.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD9.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=4)-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=4)-step-3"/> <meta itemprop="position" content="11"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD10.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">To confirm, select <strong>Delete</strong> again.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD10.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsD10.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <h2 id="groups-pages">Assign groups to websites and pages<a href="#groups-pages" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#groups-pages" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>You can assign a different group to each site or page you use. For example, when a chat starts on a pricing page, it will be routed to your sales team. This way, you can manage all your pages and sites using one LiveChat license.</p> <p>Things like the Chat Widget appearance, language, <a href="https://www.livechat.com/help/targeted-messages-an-eye-catcher-that-can-do-more/" target="_blank">eye-catchers</a>, <a href="https://www.livechat.com/help/tips-and-best-practices-for-rich-greetings/" target="_blank">greetings</a>, and much more can be set for each group. Learn how to <a href="https://www.livechat.com/help/livechat-for-multiple-websites/" target="_blank">assign groups to multiple sites and pages</a>.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Once your the members of your team are assignet to the appropriate groups, you can create group-specific <a href="https://www.livechat.com/help/canned-response-examples/#what-is-a-canned-response" target="_blank">canned responses</a>. This way agents can get to the essential messages quicker. Learn how to create <a href="https://www.livechat.com/help/canned-responses/#canned-responses-groups" target="_blank">canned responses for groups</a>.</div> <div class="md:u-hidden">Once your the members of your team are assignet to the appropriate groups, you can create group-specific <a href="https://www.livechat.com/help/canned-response-examples/#what-is-a-canned-response" target="_blank">canned responses</a>. This way agents can get to the essential messages quicker. Learn how to create <a href="https://www.livechat.com/help/canned-responses/#canned-responses-groups" target="_blank">canned responses for groups</a>.</div> </div> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-2.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="md:u-block md:u-basis-12 u-text-center md:u-text-left">If you require a more sophisticated and custom-made set up, contact one of our <a href="https://www.livechat.com/marketplace/partners/recommended/" target="_blank">recommenced partners</a> to get a perfect solution from industry experts.</div> </div> <h2 id="target-field">Add group selection to pre-chat form<a href="#target-field" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#target-field" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>You can add a group selection to your pre-chat form to let customers choose the right department before they start a chat. To do that, follow these steps:</p> <ol> <li>Log in and go to Settings → Forms → <a href="https://my.livechatinc.com/settings/pre-chat-form" target="_blank">Pre-chat form</a><a href="https://my.livechatinc.com/settings/pre-chat-form"></a>. If pre-chat form is turned off, you need to turn it on by moving the toggle in the top right corner.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1651845601/help/pre-chat_form.png" alt="Pre-chat form settings in LiveChat"></p> <ol start="2"> <li>Click on <strong>Add element</strong>.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Add-element-to-pre-chat-survey.png" alt="Add element to pre-chat form"></p> <ol start="3"> <li>Choose <strong>Group selection</strong> from the list.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Add-group-selection-to-prechat-survey.png" alt="Add element to pre-chat form"></p> <ol start="4"> <li>Enter <strong>question</strong>, <strong>choice name</strong>, and <strong>group</strong> assigned to the choice. You can add more choices if needed.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Edit-group-selection-in-pre-chat-survey.png" alt="Edit group selection in pre-chat form"></p> <ol start="5"> <li>When you are done, click on <strong>Save changes</strong> to finalize the setup.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Save-changes-made-to-group-selection-in-prechat-survey.png" alt="Save changes made to group selection in pre-chat form"></p> <p>Now, your site’s visitors will be able to choose a department at the beginning of every chat.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Select-group-in-prechat-survey.png" alt="Select group in pre-chat form"></p> <p>Note that your visitor will be connected with a member of the group selected in the pre-chat form according to <a href="https://www.livechat.com/help/understanding-chat-routing/">routing rules</a>. But even if the chosen group has <strong>different settings</strong> than the one in which the chat has started, chat look and language of the widget will not change. That’s because the settings loaded with a tracking code at the start cannot be force-refreshed after the form is submitted.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Handling multiple businesses with LiveChat? Bulletproof your setup with audits, training sessions, health checks and other <a href="https://www.livechat.com/marketplace/services/">professional services</a>.</div> <div class="md:u-hidden">Handling multiple businesses with LiveChat? Bulletproof your setup with audits, training sessions, health checks and other <a href="https://www.livechat.com/marketplace/services/">professional services</a>.</div> </div> <h2 id="group-priority">Agent priority in a group<a href="#group-priority" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#group-priority" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Set agent priority to decide who should get chats first in a group. There are two settings:</p> <ul> <li><strong>Primary agents</strong> always get chats first.</li> <li><strong>Backup agents</strong> only get chats if all primary agents are chatting at full capacity.</li> </ul> <p>Setting agent priority is useful when you want to have a back-up for certain groups. For example, your sales team can be a back-up for your support team and help out when there are too many support cases coming in. All you need to do is add sales agents to support group and set them as backup agents.</p> <h3 id="change-priority">Change agent priority in a group<a href="#change-priority" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dividing-live-chat-by-group/#change-priority" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour"><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=12)-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=12)-step-1"/> <meta itemprop="position" content="12"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE7.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">First, go to Team><a href="https://my.livechatinc.com/team/groups" target="_blank">Groups</a> and select the group to edit. Double-click or select <strong>Edit</strong> from the drop-down menu.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE7.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsE7.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=12)-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=12)-step-2"/> <meta itemprop="position" content="13"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsP12.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Then, click on the <strong>Priority</strong> field and select an option from the list.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsP12.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsP12.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="step" itemscope itemtype="http://schema.org/HowToStep" id="manual-%!s(int=12)-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dividing-live-chat-by-group/#manual-%!s(int=12)-step-3"/> <meta itemprop="position" content="14"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsP13.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">To finalize, select <strong>Save changes</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Team%20%28formerly%20Agents%29/GroupsP13.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Team%20%28formerly%20Agents%29/GroupsP13.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>Now, every time a customer starts a cha<strong>t, it will go to the primary agents of the given group until all of them have reached their</strong> concurrent chat limit (the max number of chats they can have at the same time). When this happens, the overflow of the chats will go to the <strong>backup agents</strong> in this group.</p> </div> </div> <aside class="c-toc b--u-pl-3 b--u-pr-1 u-hidden lg:u-block"> <div style="width: 300px; position: sticky; top:90px;" class="c-toc--desktop b--lg:u-py-4 lg:u--my-xl u-bg-white u-border-gray-900"> <h3 class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-py-2" id="hc-toc-heading">Table of contents</h3> <div data-scroll-spy-target="list"> <nav id="TableOfContents"> <ul> <li><a href="#create-group">Create a group</a></li> <li><a href="#edit-group">Edit a group</a></li> <li><a href="#delete-group">Delete a group</a></li> <li><a href="#groups-pages">Assign groups to websites and pages</a></li> <li><a href="#target-field">Add group selection to pre-chat form</a></li> <li><a href="#group-priority">Agent priority in a group</a></li> </ul> </nav> </div> </div> </aside></div> <form action="https://hooks.zapier.com/hooks/catch/4830540/bneqpuu/" name="hc_rating" class="b--u-my-12" data-netlify="true" netlify-honeypot="human-test" data-id="19c7a92d0b1dc38f5146b8e13f719ddc" data-controller="rating-form"> <section class="u-text-center b--u-mb-6 u-bg-gray-900 o-container v--big b--u-py-8"> <h2 class="b--u-text-lg b--u-text-bold b--u-mb-4">Was this article helpful?</h2><button type="submit" data-value="form-name=hc_rating&page_id=19c7a92d0b1dc38f5146b8e13f719ddc&title=Manage+groups&vote=1" data-vote="1" data-action="click->rating-form#rate" title="yes" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent b--u-mb-3 md:u-mb-0" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M2.315 11.685h4v10h-4zM17.114 21.685h-8.8v-10l5.456-8.444a2.418 2.418 0 0 1 2.63-.813l-.694 8.163h3.876a2.1 2.1 0 0 1 2.059 2.5c-.274 1.4-.6 3.068-.809 4.117-.841 4.271-3.718 4.477-3.718 4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">Yes</span> </button> <button type="submit" data-value="form-name=hc_rating&page_id=19c7a92d0b1dc38f5146b8e13f719ddc&title=Manage+groups&vote=0" data-vote="0" data-action="click->rating-form#revealMessageInput" title="no" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M21.685 12.315h-4v-10h4zM6.886 2.315h8.8v10l-5.456 8.444a2.418 2.418 0 0 1-2.634.813l.694-8.163H4.414a2.1 2.1 0 0 1-2.059-2.5c.273-1.4.6-3.068.808-4.117.846-4.271 3.723-4.477 3.723-4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">No</span> </button> </section> <div class="u-text-center o-container u-maxw-6 c-rating-form__feedback" data-rating-form-target="feedback"> <label for="hc_rating_message" class="b--u-text-base u-inline-block b--u-mb-2">How can we make it better?</label> <br> <textarea name="message" id="hc_rating_message" maxlength="100" class="u-border u-border-black u-rounded-sm b--u-px-3 b--u-py-2 b--u-mb-3 c-rating-form__message u-text-left" data-rating-form-target="message" required ></textarea> <div class="u-text-right"> <button type="submit" data-value="form-name=hc_rating&page_id=19c7a92d0b1dc38f5146b8e13f719ddc&title=Manage+groups&vote=0" data-vote="0" data-action="click->rating-form#rateAndFeedback" title="no" class="c-btn b--u-px-3 ub v--transparent" data-rating-form-target="submit" disabled > Submit your feedback </button> </div> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation0"> <img src="/help/images/ok.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Got it!</h3> <p class="b--u-text-base">Thanks for your feedback.</p> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation1"> <img src="/help/images/thanks.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Thank you!</h3> <p class="b--u-text-base">We’re happy to help.</p> </div> </form> <section class="o-container b--u-mb-6 b--md:u-mb-12"> <h3 class="b--u-text-base b--u-text-bold u-text-gray-300 b--u-mb-4">RELATED ARTICLES</h3> <div class="o-columns v--two"><div class="b--u-p-4 b--md:u-p-6 u-bg-gray-900 u-flex u-flex-col u-justify-between u-flex-wrap"> <div> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-3">Roles: owner, administrator, and agent</h4> <p class="b--u-text-base b--u-mb-3">Find out what are the differences between owner, administrator, and agent roles on LiveChat license and what privileges do each of them has.</p> </div> <a href="/help/livechat-roles-owner-administrators-and-agents/" class="c-link b--u-text-base b--u-text-bold">Read the article</a> </div></div> </section></article> </div> <section class="u-border-t b--u-py-12 b--lg:u-py-20"> <div class="o-container"> <div class="u-text-center"> <h4 class="b--u-text-3xl">Start using LiveChat now!</h4> <p class="b--u-text-lg b--u-mt-3 b--u-mb-4 u-flex u-justify-center u-flex-wrap"> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> Free 14-day trial </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> AI-driven features </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 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Discover all LiveChat features</a></p> </div> </div> </section> <section class=" u-bg-gray-900 b--u-py-8 u-border-t u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-mb-6">Discover <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" class="b--u-text-bold c-link v--reset" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on Text" data-action="click->track#send">Text</a> products:</h2> <div class="o-columns v--four v--responsive"> <a href="https://www.chatbot.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd1)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 31.6v3a1.1 1.1 0 01-.6 1.1c-2.2 1-4.6 1.6-7 1.7-2.4 0-4.8-.6-7-1.7a1.1 1.1 0 01-.6-1v-3.1a.9.9 0 011.2-.8c2 .9 4.2 1.3 6.4 1.4 2.2 0 4.3-.5 6.4-1.4a.9.9 0 011.2.8z" fill="#06F"/><path d="M51.8 38.9a7.6 7.6 0 01-7.6 6.9H40L32 51v-5.2l8-5.2h4.2a2.4 2.4 0 002.4-2.1c.3-4 .2-8 0-12a2.2 2.2 0 00-2.1-2 138.9 138.9 0 00-17 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.1 12a2.4 2.4 0 002.4 2.1H32v5.2h-4.2a7.6 7.6 0 01-7.6-7 96 96 0 010-12.7 7.4 7.4 0 017-6.8 125 125 0 0117.6 0 7.4 7.4 0 017 6.8 96 96 0 010 12.8z" fill="#06F"/><defs><filter id="filter0_dd1" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">ChatBot</span> <br><span style="opacity: .65;">Automate customer service with AI</span></p> </a> <a href="https://www.helpdesk.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd2)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M36 33.3l8.1-7.1H36c-2.9 0-5.8.1-8.5.3a2.2 2.2 0 00-2 2c-.2 1.7-.3 3.8-.3 6v1c0 2.2 0 4.3.2 6a2.2 2.2 0 002.1 2c5.7.4 11.3.4 17 0a2.2 2.2 0 002-2c.2-1.6.3-3.6.3-5.6l5.2-4.5v4.5l-.2 6a7.4 7.4 0 01-7 6.8 118.6 118.6 0 01-17.7 0 7.4 7.4 0 01-6.9-6.8 83 83 0 01-.2-6.3v-1.2l.2-6.3a7.4 7.4 0 017-6.8C30 21.1 33 21 36 21h16v5.2L36 40.1l-7.5-6.5 4-3.4 3.5 3z" fill="#2FC774"/><defs><filter id="filter0_dd2" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" 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1.2 0 002-1.1l-1-1.8s0-.2.2-.2H17c.6 0 1.1-.5 1.1-1.1 0-.6-.5-1.2-1.1-1.2zm-5.3 1.6s.1.7-.5.7h-10a1.2 1.2 0 010-2.3h2.5c.5 0 .6-.2.6-.2l3.4-5.9v-.2l-1.2-2a1.2 1.2 0 012-1.1l.6.9.5-1a1.2 1.2 0 012 1.2L6.9 10l.1.1h2.8s1.6 0 1.9 1.6z" fill="currentColor"/></svg><a href="/app/livechat-for-iphone/" class="c-link v--reset b--u-text-xs b--u-ml-1">iOS</a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-for-mac/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="18" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M12.4 9.3c0-2.2 1.8-3.3 1.9-3.3a4.1 4.1 0 0 0-3.2-1.8c-1.4-.1-2.7.8-3.4.8-.7 0-1.8-.7-3-.7-1.4 0-2.8.8-3.6 2.2C-.5 9.2.7 13 2.2 15.3c.8 1 1.7 2.3 2.8 2.2 1.1 0 1.6-.7 3-.7 1.3 0 1.6.7 2.8.7 1.2 0 2-1 2.7-2.1.9-1.3 1.2-2.5 1.3-2.5 0 0-2.4-1-2.4-3.6zM10.2 2.8c.6-.7 1-1.8.9-2.8a4 4 0 0 0-2.6 1.3C7.9 2 7.4 3 7.5 4c1 .1 2-.5 2.7-1.2z"/></g></svg> <span class="b--u-ml-1 b--u-mbn-0.5">Mac</span></a></p> </div> <nav class="u-flex u-flex-wrap b--u-mb-8 b--md:u-mb-6 b--lg:u-mb-4"> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Product</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/pricing/" class="b--u-text-xs c-link v--reset u-block" >Pricing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benefits/" class="b--u-text-xs c-link v--reset u-block" >LiveChat Benefits</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/tour/" class="b--u-text-xs c-link v--reset u-block" >Tour</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/" class="b--u-text-xs c-link v--reset u-block" >Features</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/lead-generation/" class="b--u-text-xs c-link v--reset u-block" >Lead Generation</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/livechat-demo/" class="b--u-text-xs c-link v--reset u-block" >Product Demo</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/app/" class="b--u-text-xs c-link v--reset u-block" >App</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/" class="b--u-text-xs c-link v--reset u-block" >Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://news.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">News</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Solutions</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/customer-support/" class="b--u-text-xs c-link v--reset u-block" >Customer Support</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/sales-and-marketing/" class="b--u-text-xs c-link v--reset u-block" >Sales & Marketing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/" class="b--u-text-xs c-link v--reset u-block" >Enterprise</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Customers</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/#industries" class="b--u-text-xs c-link v--reset u-block" >Industries</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/" class="b--u-text-xs c-link v--reset u-block" >Customers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/live-chat-reviews/" class="b--u-text-xs c-link v--reset u-block" >Reviews & Testimonials</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/customer-stories/" class="b--u-text-xs c-link v--reset u-block" >Case Studies</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Resources</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Success by LiveChat</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/customer-service-guide/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Customer Service Guide</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customer-service-report/" class="b--u-text-xs c-link v--reset u-block" >Customer Service Report</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benchmark/" class="b--u-text-xs c-link v--reset u-block" >Benchmark</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/resources/reports/" class="b--u-text-xs c-link v--reset u-block" >Reports</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/typing-speed-test/" class="b--u-text-xs c-link v--reset 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href="https://incubator.livechat.com/?utm_source=livechat&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">LiveChat Incubator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/legal/" class="b--u-text-xs c-link v--reset u-block" >Legal</a> </li> </ul> </div> </div> </nav> <div class="u-flex sm:u-items-center lg:u-justify-between u-flex-col lg:u-flex-row b--u-mb-6 b--md:u-mb-12 b--lg:u-mb-8"> <div class="u-hidden md:u-flex u-items-center u-flex-col md:u-flex-row b--u-mb-4 b--lg:u-mb-0.25" data-controller="append-params" data-append-params-params-value="region"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25 b--u-mr-4">Start your free live chat trial</p> <a href="https://accounts.livechat.com/signup?source_id=footer_cta_button&source_type=website&source_url=https%3a%2f%2fwww.livechat.com%2fhelp%2fdividing-live-chat-by-group%2f" class="c-btn v--sm v--signup" data-controller="track" 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0-3.58.01-4.85.07-1.17.06-1.8.25-2.23.42-.56.21-.96.47-1.38.9-.42.41-.68.81-.9 1.37a6.64 6.64 0 0 0-.4 2.23A83.28 83.28 0 0 0 2.15 12c0 3.2.01 3.58.07 4.85.06 1.17.25 1.8.42 2.23.21.56.47.96.9 1.38.41.42.81.68 1.37.9.43.16 1.06.35 2.23.4 1.27.07 1.65.08 4.85.08 3.2 0 3.58-.01 4.85-.07a6.64 6.64 0 0 0 2.23-.42c.56-.21.96-.47 1.38-.9.42-.41.68-.81.9-1.37.16-.43.35-1.06.4-2.23.07-1.27.08-1.65.08-4.85 0-3.2-.01-3.58-.07-4.85a6.64 6.64 0 0 0-.42-2.23 3.72 3.72 0 0 0-.9-1.38 3.72 3.72 0 0 0-1.37-.9ZM12 5.84a6.16 6.16 0 1 0 0 12.32 6.16 6.16 0 0 0 0-12.32ZM8 12a4 4 0 1 0 8 0 4 4 0 0 0-8 0Zm10.4-4.97a1.44 1.44 0 1 0 0-2.88 1.44 1.44 0 0 0 0 2.88Z" fill="currentColor"/></svg> </a> <a href="https://www.producthunt.com/posts/livechat-2" class=" u-text-black"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M10.1999 14.4001h3.3998c2.3197 0 4.2-1.8803 4.2-4.2 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