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Create agent groups

To create an agent group, open a rule with the Assign to Group action and use the group picker. Enter a group name, add the agents and save. The group can then receive mail from routing rules, and its agents appear in Assign To. Use search and Show all to find existing groups and change their members.

For: Assignment userWeb

How to create agent groups

  1. In your mail rules, create or open a rule with the action Assign to Group.
  2. In the group picker, create a new group and enter its name.
  3. Add the agents who should be in it.
  4. Save the group, then save the rule.

When to use it

The support head at acme.in creates L1-Support with five agents and L2-Tech with two, then routes general queries to L1 and technical ones to L2.

Good to know

  • Agents must first be made agents by your administrator.
  • A group that a rule still uses cannot be deleted. Change or remove the rule first.
Was this page helpful? Updated 2026-10-28