Create and manage agents

Create new groups, add agents and set the default routing type to reply to your customers in real time. Each group is linked to a widget via chat channel, and every time a message is sent through that widget, it will be forwarded to agents in that particular group. Learn how to create a new group below!

How can I create a new group?

To create a new group in Paldesk, follow these simple steps:

Step 1. Go to Administration > Settings > Groups. Here you’ll be able to see your current groups and group members. To create a new group, click on the + icon in the upper right corner.  For example:

Image 1. Groups administration area

Step 2.  Once you’ve done that, a new form will appear, asking you to provide the following information:

• Name – the name of your new group. TIP: To make it easier to differentiate between multiple widgets, match the name of your new group with the chat channel and widget it’s linked to.
• Description – this optional field allows you to provide a short description of your new group, similar to the ‘name’ field.
• Routing type – define how incoming messages will be routed to your group. For more information about routing types, read this article or click on the 🛈 (info) icon on the right side of the screen to open the info tab.
• Select agents – you can’t have a group without agents, so invite some and then add them to your group!

Image 2. Create new group

Step 3. Finally, click “Save” to save changes and create your new group. 

If you haven’t already, connect your group with a chat channel and a chat widget, to start receiving new chat messages from your customers! As always, let us know if you come across any issues, either by chat on paldesk.com or via email (support@paldesk.com), we’ll be more than happy to help you set things up!