If you have multiple teams working with your chat account, like ‘Sales’, ‘Support’, or ‘Marketing’, you can create those teams in Chat Groups.
1. Go to Admin Settings > Chat Groups > Add Group
You can set up Business Hours for your different teams, across regions, to keep customers in the loop about your business's availability.
Once you create Chat Groups, you can assign/auto-route incoming messages to different groups instead of individual agents. Agents who are available/free can then pick up conversations and start replying.
You can edit Chat Group details or delete groups anytime by clicking on the drop-down option against the Chat Group name.