Group re-selection

Group re-selection allows chats to be assigned to groups after the pre-chat survey. The group re-selection rule builder has the prechat survey results has all the same data sources as the group selection rule builder, with the addition of the pre-chat data survey results. Group re-selection rules are available to customers that have Advanced Workflow enabled in their account.

To configure Group selection settings, go to Account Setup > Workflows > Group selection (

Group selection controls

To configure the settings and order of rules, see Group selection and re-selection controls.

Rule controls

To configure the rules for group selection, please see Rule builder article.