Add an agent to the chat support assignment group Agents must be added to the chat support assignment group before they can receive chat requests. This assignment group is used by the Customer Service Management chat communication channel to route chat requests. Before you beginRole required: sn_customerservice_manager or admin Procedure Navigate to User Administration > Groups. Select Customer Service Support. In the Group Members related list, click Edit. Select the agents that you want to receive chat requests, and move them to the Customer Service Support group members list. Click Save.