Groups

Organize agents into groups for targeted conversation routing

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

1. Create a Group

   Go to Settings → Groups and click Create Group. Give it a descriptive name like “Brand 1 Support” or “VIP Team”.

2. Add Agents

   Click on the group to open its detail page, then click Add Member. Select the agents you want in this group.

3. Create a Routing Rule

   Go to Settings → Rules and click Create Rule. This is where you connect your group to actual conversation routing.

4. 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
5. Set the Action

   Select Route to Group and pick the group you created from the dropdown.

6. Save

   Click Create Rule. Conversations matching your conditions will now be routed to this 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”

When you select Player Fields → Brand as a condition, the value dropdown automatically shows all your workspace brands — no need to remember IDs.

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:

1. Groups define who handles the conversation (which agents)
2. Rules define when a group is selected (which conditions must match)

This separation gives you flexibility. The same group can be targeted by multiple rules with different conditions.

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.