Group Re-selection

Group re-selection allows chats to be assigned to groups after the pre-chat survey is filled. The group re-selection rule builder has all the same data sources available as the group selection rule builder, with the addition of the pre-chat survey results data. Group re-selection rules are available to customers that have Advanced Workflow enabled in their account.

To configure Group selection settings, go to Account Setup > Workflows > Group selection (

Group re-selection configuration


Group selection controls

To configure the settings and order of rules, see the Group Selection.


Rule controls

To configure the rules for group selection, please see Rule Builder article.

Was this article helpful?