Inbox groups

Inbox groups let you organize your integrations into named collections. Once created, groups appear across the platform - most notably in Analytics, where they let you view metrics for a specific set of inboxes at a glance instead of filtering one by one.

Prerequisites

• Role permissions: An account with permission to create and manage groups. Accounts with view-only access cannot create or modify groups.

Creating a group

Step 1: Open the integration side panel

Navigate to the Integrations page from the main navigation menu. Click on any integration row to open its side panel.

Step 2: Add a group

In the side panel, locate the Groups field on the General tab. Start typing a group name:

• If the group already exists, select it from the autocomplete suggestions
• If the group does not exist yet, type the full name and select the suggestion marked new group, or press Enter, to create it

The group appears as a badge below the field. You can assign multiple groups to a single integration.

Step 3: Save your changes

Click Save to confirm the group assignment.

Adding multiple integrations to a group at once

You can also assign groups in bulk from the Integrations table:

1. Select one or more integrations using the checkboxes in the table
2. Click the Actions dropdown that appears next to the filters
3. Select Add to group
4. Type a group name or select an existing one, then confirm

All selected integrations are added to the chosen group.

Viewing groups in the Integrations table

The Integrations table includes a Groups column that displays each integration's group memberships as badges. You can filter the table by group by opening the table Filters menu and selecting one or more groups under Groups, to quickly find all integrations belonging to a specific group.

Using groups in Analytics

Groups are designed to give you a quick, high-level view of performance across related inboxes in Analytics.

Group filter bar

At the top of the Analytics dashboard, a horizontal scroll bar displays all available groups. Each group shows the number of new conversations in parentheses next to its name.

Click a group to filter the entire dashboard - volume insights, topic insights, and the message feed - down to only the inboxes in that group.

Setting a default group

To set a group as your default view, right-click it in the filter bar and select Set Default View. The default group is saved per organization, so the next time you open Analytics, it loads that group automatically. The default group is marked with a star.

Pinning groups

If you have many groups, you can pin the ones you use most often so they always appear first in the filter bar. Right-click a group and select Pin Group or Unpin Group. Pinned groups show a pin icon.

Filtering by individual inboxes

Besides selecting a group, you can also open the All inboxes dropdown in the filter bar and manually pick individual inboxes. Select the inboxes you want and click Apply.

Using groups in the message feed

When viewing messages in the message feed, you can filter by group:

1. Open the inbox filter
2. Switch to the Groups tab
3. Select one or more groups to show only messages from inboxes in those groups

Removing a group from an integration

To remove a group assignment, open the integration side panel, locate the Groups field, and click the x on the group badge you want to remove. Save your changes.

If a group is removed from all integrations, it no longer appears anywhere on the platform.