Managing Customer Groups in CRM

What Are Groups?

Groups are collections of CRM customers that make it easy to send notifications to multiple people at once. Instead of selecting recipients individually each time you send a notification, you can create a group and target it as a single recipient.

Who Can Use Groups?

Note: Staff with only location-level access are restricted to viewing, editing, and sending notifications to groups they create.

Viewing the Groups List

The groups list displays all groups for your organization. Each group card shows:

• Group name

• Description (hover the info icon to view)

• Size — number of members in the group

• Last updated date

• Created by — the staff user who created the group

You can search for groups using the search bar at the top of the list. Search matches on group name.

Creating a Group

1. Click "New Group" from the top right of the groups list.

2. In the modal that appears, enter a name and description for the group.

3. After saving, you'll land on the group detail screen where you can begin adding members.

Adding Members

1. Click "Add to group" (top right of the group detail screen).

2. A search modal will appear — search by customer name, account name/ID, phone number, or email.

3. Click "Add to group" next to each customer you want to include. Added customers appear as chips so you can confirm your selections.

4. Close the modal when done. The group detail page will now show your members.

Each group member's card displays:

• Customer name

• Account(s)

• Phone number(s)

• Email address(es)

Removing Members

1. Select one or more members using the checkboxes on the left side of each card.

2. Click the "Remove" button that appears above the list.

3. Confirm the removal in the dialog that appears.

Editing a Group

From the groups list, select "Edit" from the 3-dot action menu on the group you want to modify. This takes you to the group detail screen where you can:

• Edit name or description: Click the action menu (caret) next to the group title and select "Edit." Update the name or description in the modal.

• Add or remove members: Use the same process described above.

Copying a Group

To quickly create a new group based on an existing one:

1. Click the 3-dot action menu on a group and select "Copy".

2. A new group is created with the name "Copy - [Original Group Name]" and the same description and members.

3. You'll be taken to the edit screen for the new group where you can rename it and adjust membership.

Deleting a Group

1. Click the 3-dot action menu on a group and select "Delete".

2. Confirm deletion in the dialog that appears.

Using Groups to Send Notifications

When creating or scheduling a notification, you can target groups as recipients:

1. In the notification "Groups" field, start typing (minimum 3 characters).

2. Select a group to add it as a recipient — it appears as a chip.

3. You can combine groups with individual customers and locations in the same notification.

Scheduled notifications are delivered to the group's members as they exist at the time of delivery — not at the time of scheduling. If you add members to a group after scheduling a notification, those new members will still receive the notification when it goes out.

Key Things to Know

• Groups contain CRM customers — not accounts, locations, or other groups.

• Groups cannot be nested (no "groups of groups").

• All staff with group management access can view and edit any group — there is no per-group access restriction.

• Location-based targeting (for notifications) is handled separately via account-location associations, not through groups.