How to set a custom order for agents in the Website Builder in Presence®

How to manually select and reorder agents in a team grid element on your website.

How to set up a custom agent order

1. Navigate to the Presence® Platform.
2. Click Websites from the left-hand menu, then hover over the site you want to edit and select the pen icon.
3. Use the page dropdown in the top-left corner to navigate to the page with your team grid element.
4. Click Edit in the top-right corner.
5. Click the team grid element to open its settings.
6. In the left-hand panel, scroll to the Filter & Sort section.
7. In the Order Agents dropdown, select the agents you want to display:
   • A checkmark appears next to each selected agent
   • Drag the six-dots icon to reorder
   • Click X to remove an agent from the selection
8. Click Save in the top-right corner.

Note: Enabling a custom agent order overrides the element's Filter & Sort settings.

How to edit an existing custom order

Follow the same steps above and update the agent selection or order as needed. Changes take effect immediately after saving.

FAQs

Does this work the same as pinning agents to the top?

Similar — but different. This article covers selecting and ordering all agents in the element manually. For pinning specific agents to the top while backfilling the rest automatically, see [How to pin agents to the top of your team grid in Presence®].

Does setting a custom order affect which agents display automatically?

Yes. When a custom order is set, only the agents you manually select will display. Agents added to the CMS later won't appear automatically.

Can I combine this with tag or status filters?

Custom ordering overrides Filter & Sort settings. If you need both filtering and ordering, use Filter & Sort without setting a custom order — or use the pinning feature. See [How to pin agents to the top of your team grid in Presence®].