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About Group Management
In Zinc, you can create structure within your Organization with Official Groups. You may find it useful, for example, to create Official Groups for specific teams or geographical regions, or for people with certain job functions or areas of expertise. If you have the Organization Admin or Team Admin roles, you can manually create Official Groups in the Administrative Console. Additionally, Official Groups can be created via external directory integration group sync.
Official Groups have assigned Admins and custom Clear settings, and have Group avatars with a centered check mark throughout the Zinc UI. Additionally, Broadcasts can be sent to Official Groups. None of these features are available in unofficial ad-hoc Groups, which can be created at any time by any Zinc user who names a Conversation.
Hotline Groups are, in essence, Official Groups that are configured with bots which allow nonmember users to send Hotline Requests to the Group. Each Hotline Group has a Queue that provides Request tracking and status information to staffers. Because Hotline functionality is provided by bots, you can choose to create entirely new Official Groups to use as Hotline Groups, or use existing Official Groups. You can continue to use existing Official Groups for Conversations while they function as Hotline Groups, and you can remove Hotline bots to return Official Groups to their previous configurations at any time. To support multi-tiered support organizations, you can define Hotline Automation Rules to create Transfer-Only Hotlines, which are visible only to Hotline staffers who triage incoming requests and escalate cases that require specialized expertise from front-line support to teams of experts for resolution. Additionally, you can configure Hotline Chatbots to automatically triage incoming Hotline Requests based on user responses to questions that you define to determine whether to escalate, close, or reroute Requests to other Hotlines.
Your administrative privileges to Official Groups and Folders vary based on your Admin Tier.
Admin Tier
Privileges
Organization Admin
• Admin rights over all Folders and Official Groups in the Organization.
• Can assign or revoke Team Admin or Broadcaster admin rights over any Folder or Official Group in the Organization.
Team Admin
• Admin rights over any Folder or Official Group they created or to which they are assigned.
• Admin rights over all Official Groups within Folders to which they are assigned.
• Can assign or revoke admin rights over any of their created or assigned Folders or Official Groups.
• When assigned as admin to Official Groups, no admin rights to the containing Folder or to any other Official Groups within it, unless explicitly assigned.
Broadcaster
• Admin rights over any Folder or Official Group to which they are assigned.
• Admin rights over all Official Groups within Folders to which they are assigned.
• When assigned as admin to Official Groups, no admin rights to the containing Folder or to any other Official Groups within it, unless explicitly assigned.
• Cannot create Folders or Official Groups.
Analyst
• Rights only to view analytics reports.
• No other admin rights of any kind.
• Cannot be granted admin rights to Folders, Official Groups, or Broadcasts.
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