Overview
What are Profiles?
Profiles represent groups of agents split by the way they work. When you have agents with similar responsibilities, you can manage agents' settings in an easy way through Profile management.
Why use Profiles?
Profiles, along with queues, allow you to streamline your user and agent experiences by directing users to the right agent based on topic, priority, or other factors. You can create a profile with agents specializing in sales, and another with agents responsible for technical support. Sales will help customers from sales-related queues, while technical support agents will only take customers from queues related to those topics. This also helps to optimize waiting time and to make sure that chat distribution is balanced between agents.
How to access Profiles?
You can access the Profiles by selecting Inbox > Settings > Profiles on the navigation bar.