Groups, in ServiceCall.ai, are a collection of users, where the order of the users within the group does matter. A group will be important to use in the following scenarios:
- Creating a group of users that will access a voicemail or SMS inbox
- Creating a group of users that will participate in a call queue
- Creating a group of users that will participate in a simultaneous ring blast
The enqueue, dial, and voicemail app all allow for the selection of a group, and will allow you to perform the actions above. Knowing where the groups will end up playing a role in your ServiceCall.ai call and SMS flows will allow you to consider the best use for groups in your ServiceCall.ai
You can create groups with only one user, however, it is advised that you use groups when more than 1 user exists. For information on how to set up users, please see our information on creating users in ServiceCall.ai. There are no limits to the number of groups or the number of users that can belong to a group. Users can belong to one group, more than one group, or no group at all.
Like creating users, the action of creating a group takes place in the 'users' section of the settings menu of the administrative pane of ServiceCall.ai. The full navigation to this menu option is My office > ServiceCall.ai (admin) > Settings > Users. You will see the ability to add a new group in the top right corner of this screen. This action takes place in two steps:
- Naming and creating your group
- Selecting the users that will be a part of the group
Naming and Creating a Group
In order to name and create a group, click on the '+ New Group' button in the top right hand corner. Next, give your group a name (i.e., Sales, or Service, or Installation, or Office). Then, select 'Add', and the group will now be created. it will be visible in the right hand pane of the users section.
Selecting the users that will be a part of the group
Now that the group has been created, you can begin to add users to the group. This is performed by simply dragging and dropping the user cards that are present to the group name(s) that appear in the right pane. When using the enqueue applet, the order of the group will matter - selecting the first user in the group, and then calling the users in the group in sequential order. The dial applet will call all users in the group at once, where order will not matter, much like the voicemail applet - this simply allows all users in the group to access the sms / voicemail box associated with the respective flow.
In order to delete a group, select the trash-can icon in the right hand side of the group name. Acknowledge at the prompt that you would like to delete the group. Deleting a group does not delete users within the group. Any call or sms flows that were previously using this group will need to be updated.