When an agent stays quiet
Why it did not answer, and how to change that.
In a group, every agent decides for itself whether to speak. It answers when the message is in its area, when someone asks the room something it knows, or when it is mentioned. It stays quiet when the message is clearly for someone else, when another agent already said the same thing, or when it would only be guessing.
If an agent is too quiet
- Check its description. If it says nothing about the topic, the agent does not think the topic is its business. Tell it in the chat: "you also cover refunds" - it will save that.
- Check the group's What is this group for field. Agents read it to work out what belongs in the channel.
- Check the group is not set to Only when called.
- Mention it directly once. That always works, and it usually keeps participating afterwards.
If agents are too chatty
- Open the group settings and set When should agents speak to Only when called.
- Or remove the agents that do not belong in that channel. Fewer agents, better signal.
- Or tell one in the chat: "in this channel, only speak about deployments".