{"section":"tutorials","requestedLocale":"en","requestedSlug":"using-groups-to-organize-human-attendance","locale":"en","slug":"using-groups-to-organize-human-attendance","path":"docs/en/tutorials/weni-by-vtex/chats/using-groups-to-organize-human-attendance.md","branch":"main","content":"The use of groups to organize contacts that are in human attendance is essential.\n\n> ⚠️ If contacts are not added to a control group, the chatbot will conflict and stop human service by sending the default messages configured in your environment.\n\n## Adding contacts to the control group\n\nIn this article we will refer to the control group as `Human Attendance.`\n\nYou must add the contact to this group in the stream that you open a ticket, as shown earlier.\n\n![](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/tutorials/weni-by-vtex/chats/using-groups-to-organize-human-attendance_1.png) It is important to mention that if you open tickets in different streams, **you need to do this in all flows**.\n\n## Ignoring control group participants on triggers\n\n**Ignoring control group participants in triggers** To ensure contacts in human assistance do not receive automatic messages, adding the group is not enough. You must:\n\n1. Add the group to the ignored list **Groups To Exclude** in each trigger configured in your project.\n2. Make this adjustment in **Studio \\> Triggers**.\n3. Pay special attention to the trigger **\"\"**An uncaught message starts**\"\"**.\n\nThis process prevents contacts under assistance from receiving messages from flows while they are in human assistance.\n\n![](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/tutorials/weni-by-vtex/chats/using-groups-to-organize-human-attendance_2.png) With this configured, the chatbot will not interrupt human service and the functionality will run as expected.\n\n## Removing contacts from the control group\n\nIt is important to remember to remove contact from this group when the human service session is complete. For this, there is a specific `trigger` type: 'start a flow when a ticket is closed':\n\n![](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/tutorials/weni-by-vtex/chats/using-groups-to-organize-human-attendance_3.png)\n\nThis can be an extremely simple flow, where the only action is to remove the contact from the `Human attendance` control group:\n\n![](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/tutorials/weni-by-vtex/chats/using-groups-to-organize-human-attendance_4.png)\n\n## How do I send custom fields?\n\nThe custom fields to be sent must be defined in the Ticket card body, in JSON format, with each field as an attribute of **custom_fields**, represented by its key and value.\n\n> The value of each field may or may not be enclosed in **\"\"\"\"**.\n\nBelow, observe an example showing the configuration of custom fields, where the **origin** field has its value defined as the result origin, enclosed in **\"\"\"\"** as it is a string type.\n\n![](https://cdn.statically.io/gh/vtexdocs/help-center-content/refs/heads/main/docs/en/tutorials/weni-by-vtex/chats/using-groups-to-organize-human-attendance_5.png)"}