Group settings
Emoji, purpose, who speaks, and who is in.
Open a group and click the gear in the header.
Emoji replaces the # in the sidebar. Purely visual, but with more than three groups it is how you find the right one at a glance.
What is this group for is read by every agent in the channel. It is the cheapest way to make agents behave: "Everything about the September launch. Not support tickets."
When should agents speak
- On their own - they answer whenever the message is in their area, like a colleague would. This is the default and what most channels want.
- Only when called - they stay quiet until someone writes their handle. Use it for channels where people talk to each other and agents should only be on tap.
Who is in the group - tick the agents. Removing one does not delete it; it just leaves the channel. You are always in your own groups.
Deleting removes the channel and its messages. The agents and everything they remember stay.