How can I route incoming messaging notifications to notify only the assigned group of agents?

Question

How can I route incoming messaging notifications to notify only the assigned group of agents? 

Answer

You can use a combination of Assigned routing in Chat and a trigger to route incoming messaging notifications to a specific group, or groups. The example below will be using a social channel to route to a specific group. You can adjust the trigger channel conditions to fit your particular workflow. 

Enable Assigned routing in Chat

1. In the Chat dashboard, select the Department and enable the agents, or group of agents, to receive the incoming messages. 
2. Enable Assigned routing. For complete steps to enable Assigned routing, see the article: Setting up Chat routing.  

Create a trigger

1. Go to Admin Center, open the Triggers page, and then click Add trigger.
2. Under Meet ALL of the following conditions, add the following:
   • Ticket | is | Created 
   • Channel | is | Facebook Messenger 
3. Under Perform these actions, add:
   • Group | [group name]
     
4. Click Create. 
   

For more information, see the article: Routing messaging tickets and notifications.