Groove's New Agent Availability Feature

Groove has introduced a new feature that allows agents to set their availability status. This is a great way to let your team know when you're available to help customers or when you're unavailable and need some time off. This is especially useful for managing customer support teams and ensuring that tickets are handled by available team members.

• In your Preferences (Settings → Preferences), you can now set your status as “Available” or “Not Available.”
• When you are “Available,” everything functions as it always has.
• When you are “Not Available,” any new tickets assigned to you will be unassigned and go into your team's main mailbox.
• Additionally, any currently open tickets assigned to you will become unassigned, allowing other agents to pick them up.

Assign Facebook and Twitter Accounts to Specific Mailboxes

Another exciting new feature is the ability to link Facebook and Twitter accounts to specific mailboxes in Groove, rather than just to your Groove account.

• This allows you to manage incoming messages from Facebook and Twitter more efficiently, ensuring that they are routed to the correct team or agent.
• Instead of having Tweets and Facebook posts go into Twitter or Facebook folders, you can now have them go into any mailbox you'd like.
• This is particularly useful if you have a dedicated team or individual responsible for managing social media and other types of tickets.

Setting Availability Status

To set your availability status, follow these steps:

• Go to Settings.
• Click on Preferences.
• Under the "Availability" section, select either "Available" or "Not Available."

Linking Facebook Accounts to Mailboxes

To link a Facebook account to a specific mailbox, follow these steps:

• Go to the mailbox you want to link to.
• Click on the "Settings" icon.
• Select "Social Media Integration" and then "Add Social Media Account."
• Choose "Facebook" and follow the on-screen instructions to link your account.
• Once linked, you will be able to select the mailbox you want to receive messages from your Facebook account.

Using the New Groove Features

These new features make it easier than ever to manage your customer support team and provide excellent customer service. The agent availability status allows team members to take breaks or go on vacation without worrying about missing important messages. And linking Facebook accounts to mailboxes ensures that your team is well-equipped to handle all of your customers' inquiries, regardless of how they reach out.

Groove: A Powerful Customer Service Tool

Groove is a powerful customer service tool that can help you manage your team, respond to customers quickly, and provide excellent support. These new features are a testament to Groove's commitment to providing its users with the best possible experience. By utilizing these new features, you can effectively manage your social media engagement and customer support needs.