What Are Groups?
Groups let you organize your AI agents into named collections — like “VIP Support”, “Billing Team”, or “Brand A Agents”. Once created, you can route conversations to specific groups using Automation Rules. Common use cases:- Brand-based routing — Different agents handle different brands
- Specialization — Billing agents vs. technical support agents
- VIP treatment — Dedicated agents for high-value players
Setting Up Groups
Create a Group
Go to Settings → Groups and click Create Group. Give it a descriptive name like “Brand 1 Support” or “VIP Team”.
Add Agents
Click on the group to open its detail page, then click Add Member. Select the agents you want in this group.
Create a Routing Rule
Go to Settings → Rules and click Create Rule. This is where you connect your group to actual conversation routing.
Set the Condition
Choose what determines which conversations go to this group:
- By brand: Select Player Fields → Brand, pick “equals”, and choose the brand from the dropdown
- By player data: Use back-office fields like VIP level, balance, or tags
- By location: Use session info like country or language
- No condition: Routes all conversations to the group
Brand-Based Routing
The most common use case is routing by brand. Each brand gets its own group of agents:| Rule | Condition | Action |
|---|---|---|
| Brand 1 Routing | Brand = “Brand 1” | Route to Group → “Brand 1 Team” |
| Brand 2 Routing | Brand = “Brand 2” | Route to Group → “Brand 2 Team” |
Managing Groups
Adding or Removing Agents
Click any group to see its members. Use Add Member to add agents, or click the trash icon next to a member to remove them.An agent can belong to multiple groups at the same time. For example, the same agent could be in both “Brand 1 Team” and “VIP Support”.
Archiving a Group
Click the archive icon on a group card to remove it from routing. Archived groups can’t be selected in automation rules.How Groups Connect to Rules
Groups don’t route conversations on their own — they work together with Automation Rules:- Groups define who handles the conversation (which agents)
- Rules define when a group is selected (which conditions must match)
Troubleshooting
| Issue | Solution |
|---|---|
| Can’t find “Route to Group” in Rules | Create at least one group first — the action only appears when groups exist |
| Wrong group handles a conversation | Check rule priority order — the first matching rule wins |
| Agent not getting routed conversations | Verify the agent is a member of the target group |
Groups organize your AI agents within Cevro. If you use LiveChat, those groups are separate and managed in the LiveChat admin panel. See LiveChat for help desk group configuration.