Groups
Groups are teams inside your organization — "Sales", "Marketing", "Support" — each with its own admins and members. They let an organization admin hand day-to-day management of a team's people and agents to that team, without making anyone an admin of the whole organization.
The three roles
| Role | Where it's set | What it adds |
|---|---|---|
| Organization admin | Organization → Users | Everything, in every group. Creates, renames and deletes groups; manages any group's members. |
| Group admin | A group's member list | Adds and removes members of their group, promotes other members to group admin, and has full control of agents that belong to the group. |
| Member | A group's member list | Can chat with every agent that belongs to the group. |
Someone can be a group admin in one group and a plain member in another. Roles are per group, not per person.
Organization admins are automatically admins of every group, even ones they were never added to. There is no "last group admin" rule for the same reason: a group with no explicit admins is still manageable by the organization.
Who can see a group
Only its members — and organization admins. People who aren't in a group don't see its name anywhere: not in Groups, not when creating an agent, and a direct link returns "not found". If you want a group to be discoverable, add people to it.
Creating groups
Organization → Groups. Organization admins only. Names are unique within an organization and case-insensitive ("sales" and "Sales" are the same group).
Existing organizations start with no groups, and new members join no group until someone adds them. That's deliberate: groups change who can see which agents, so the change is made explicitly by an admin rather than by default.
Managing members
Open Groups in the sidebar, pick a group, and use Add member. You add people by email, and they must already be members of the organization — group admins cannot invite someone new into the organization. That stays with the organization's allowed accounts list.
Adding someone who is already in the group updates their role instead.
Agents and groups
An agent can belong to one group, chosen when the agent is created or later under Agent settings → General → Group. Only the agent's owner, an organization admin, or an admin of the agent's current group can move it.
When an agent belongs to a group:
- Every member of the group can chat with it, with the same read-only access a shared Viewer has — they can use it but not reconfigure it. To let a specific member edit it, share it with them as an Editor; the individual share wins.
- Group admins can manage it: edit its settings, transfer it to another member of the group, or delete it.
- Admin-only agents are the exception. They stay visible to organization admins only, whatever group they're in.
Agents with no group behave exactly as before groups existed: owner, explicit shares, and organization admins.
The @mention picker follows the same rule: it offers only the agents you could open yourself, so joining a group also makes its agents mentionable.
Deleting a group
Deleting a group removes its memberships. Agents are kept — they simply no longer belong to a group, so members lose the automatic access and the agent falls back to its owner, explicit shares, and organization admins.
Leaving the organization
Removing someone from the organization also removes them from every group in it. Their memberships in other organizations are untouched.