Group Management

Inbox Groups — Organize Conversations with Clarity

Group management helps you keep different customer conversations organized and easy to track. With just a few clicks, you can create folders, route chats, and keep your workflow clean.

Create a New Group

  1. In the conversation list header, click the + button.
  2. Enter a group name and save.

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System Groups (Default)

Every agent account includes two default system groups:

  • Open: All new conversations land here by default.
  • Resolved: Any conversation you mark as resolved is moved here automatically.

Move a Conversation to a Group

  1. Hover over a chat item and click the kebab menu (three dots) on the right.
  2. Select the target group from the menu.

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With these simple steps, you can keep your inbox clean, focused, and easy to scale.