Manage groups and users

To proceed to managing groups and users in Tovie Agent, click on the sidebar.

caution

Only Tovie Agent account administrators see the Settings page.

Groups

You can group agents, for example, by occupation: tier 1 help desk support, commercial department, Spanish-speaking agents.

Create group

tip

If you want to add users to a group while creating it, these users should be invited to Tovie Agent first.

1. On the Settings → Groups tab, click Add group.
2. Specify a name for a new group. Please bear in mind that your customers will see the group name in messages like:
   • Alex (Tier 1 Help Desk Support) has joined the chat.
   • The chat is assigned to the group: Tier 1 Help Desk Support.
3. Add necessary agents to the group. If you use Tovie Platform, you can assign one of them as the default agent in that group.
4. Click Add.

Once created, groups are assigned a numeric ID that you can find under the group name. You will need it if you are planning to set up transferring to this group from Tovie Platform or Tovie DialogStudio.

Edit group

1. On the Settings → Groups tab, click in the line with the desired group.
2. Make your changes.
3. Click Save.

Delete group

On the Settings → Groups tab, click in the line with the necessary group.

caution

If some projects use this group by default, the bot will stop transferring customer requests to agents and an error will occur in the script. See the Tovie DialogStudio or Tovie Platform documentation to learn more about configuring default agent groups.

Users

Invite users to Tovie Agent and add them to the appropriate groups, so that the users can join chats.

Invite user

You can invite a user to an agent group via Tovie Agent (if the user is already registered) or Tovie Cloud.

Invitation via Tovie Agent

1. Go to Tovie Agent.
2. On the Settings → Users tab, select Invite user.
3. Select the Administrator or Agent role and specify the user login.

Invitation via Tovie Cloud

1. Go to Tovie Cloud and select the appropriate account.

2. Check if the user is on the Users tab.

   • If they are, select them and assign them the AIMYCHAT_ADMIN or AIMYCHAT_AGENT role.
   • If not, invite them to a group with the AIMYCHAT_ADMIN or AIMYCHAT_AGENT role.

Once the user accepts the invitation, they will be added to Tovie Agent.

Add user to a group

To have an existing Tovie Agent user start accepting dialogs, add them to the appropriate agent group on the Settings → Groups tab. When they log into Tovie Agent, they will immediately have access to the dialogs and group settings.

When adding a user to a group, you can also select a group in which they will be the default agent. This agent will accept all dialogs of the group if the Automatically assign chats parameter is activated.

Edit user

1. On the Settings → Users tab, click in the line with the necessary user.
2. Make the changes.
3. Click Save.

Delete user

On the Settings → Users tab, click in the line with the necessary user.

caution

If the deleted user has chats in progress, they will be forwarded to the group queue, and the closed chats will be in the History tab.