Group chats
A group chat is a thread with more than two participants. Sellers use them when an internal teammate needs to weigh in on a buyer issue. Chatbot users use them when they want to brainstorm a reply with another agent before the customer sees it.
In this guide:
- Convert a 1:1 thread into a group
- Create a fresh group chat
- Internal-only side channels
- Leave a group
Step 1: Convert a 1:1 to a group
Inside an existing conversation, ⋯ menu → Add to group chat → pick a teammate.
The added member sees the full prior thread; the customer doesn’t see the addition (it’s an internal-side change to who-can-respond).
Step 2: Create a fresh group chat
From the inbox: top-right + button → New group chat:
| Field | Notes |
|---|---|
| Members | Pick teammates. The customer is added automatically if you start it inside a thread; otherwise the chat is internal-only. |
| Subject | What this group is about. |
| Privacy | Customer-facing (customer sees this) or Internal-only (just teammates). |
Step 3: Internal-only side channels
A common pattern: have a customer thread and a separate internal thread for the same case. Tap into the customer thread → ⋯ → Open internal side-thread. A new internal-only group is created with the same members and a back-link to the customer thread.
Internal threads are great for:
- Asking a teammate “should we approve this refund?” without the customer seeing.
- Drafting a reply collaboratively before sending.
- Logging the resolution decision for future reference.
Step 4: Leave a group
⋯ → Leave group. You stop receiving updates; remaining members carry on without you.
Coming soon
- @-mentions —
@aliceto ping a specific teammate in a group. - Group templates — “create a group with the on-call team” pattern.