uWebChat managing groups

A group is a collection of agents which can be hunted in a pre-defined order. When a chat user initiates a group chat, uWebChat will hunt the first available agent in that group.

Managing groups

Use the following commands:

• Show groups: — Show all groups
• Add group: — Create a new group
• Remove group: — Delete a group
• Edit group: — Edit group properties
• Create style: — Create a style for the group

Group styles

With a Professional or Enterprise license, you can change the appearance of a group chat: background color, text color of agent and user messages.

Group style

Use Preview web chat to see a preview. Changes take about 15 minutes to become visible.

Create group

When creating a group with Add Group, you will be asked to set:

• Group Language: — Preferred language of the group
• Visitor Language Prompt: — Whether visitors can choose between group or browser language
• Leave a Message: — Enable when no agents are available
• Style: — Select a custom group style
• Opening Hours or Always Open: — Define group availability

Create group

Set language

Real-time translation

The Enterprise edition offers real-time translation. Set the group language during creation or via Edit Group > Group Language.

When a chat user starts a group chat, the chat window will be translated to the chosen group language.

Translated chat window

The name entry screen is always translated to the visitor's browser language.

Name entry

Visitor language prompt

You can set whether visitors can choose which language to use, based on their browser language or the group language.

Visitor language choice

Leave a message

When no agents are available or the group is outside business hours, visitors can leave a message.

Leave a message prompt

Message form

All group members will receive the message as a rich card.

Message received

View message

Once an agent has acknowledged the message, other agents cannot receive it anymore.

Message acknowledged

Custom button

You can add a custom button that redirects to a URL (e.g. book a meeting). Manage via Edit Group > Leave a Message Button.

Custom button

Managing group members

Use the following commands:

• Show members: — Show group members
• Add member: — Add an agent to the group
• Edit member: — Edit group member properties
• Remove member: — Remove an agent from the group (does not delete the agent)

Hunting methods

uWebChat offers three hunting methods:

• Default: — Hunting based on Hunt Order Number. Agent with the lowest number is hunted first. Equal numbers: based on creation date.
• Round Robin: — Like Default, but the last agent who accepted a chat is skipped (unless no other agents are available).
• Simultaneous Hunting: — Ignores all Hunt Order Numbers. All agents in the group are hunted simultaneously.

Managing opening hours

With the Professional version or higher, you can define opening hours. Commands:

• Show hours: — Show all opening hours for a group
• Add hours: — Add opening hours
• Remove hours: — Remove opening hours

Opening hours

Hunt Time-Out

Adjust the duration of the hunting process per group via Edit Group > Hunt Time-Out.

Hunt Time-Out

• Total Hunt Time-Out: — Maximum duration of the entire hunting process
• Agent Hunt Time-Out: — Maximum duration per agent before switching to the next

Agent and group presence

uWebChat uses agents' Teams presence to determine if they can be hunted.

Presence configuration

Starting from version 1.17.0, admin consent must be granted at the tenant level. This is a one-time action that allows uWebChat to read rich presence information.

Consent can be granted via the registration dialog or via Help > Manage Permissions > Teams Presence.

Presence consent menu

Agent presence table

Exceptions: - Agent who used Unsubscribe cannot be hunted, even if Online/Busy - Agent already in a conversation cannot be hunted by other chat users - If Teams presence cannot be fetched, it will be ignored

Hunt When Away

Per group, you can set that agents are also hunted when their status is Away. Go to Edit Group > Hunt When Away.

Hunt When Away setting

Hunt When Away confirmation

Group presence

Groups have their own presence based on their members: