Inbox

Groove Inbox Overview

Getting to know the Groove Inbox

Creating A New Conversation

How to send a new outgoing message from Groove

Following A Conversation

Stay in the loop by receiving notifications about every action that happens on a conversation

Deleting Conversations

How to delete conversations in Groove

Merging Conversations

How to merge separate emails into a single conversation.

Using the Snooze Feature

Perfect for follow ups, reminders, and sprinting to Inbox Zero

How Assignments Work In Groove

This help article details how you can assign conversations or live chats within Groove to individual team members or teams and how you can view and search for assigned conversations.

Using Private Notes

Collaborate Privately with Your Team Behind the Scenes

Managing Spam With Groove

How to mark emails as spam and manage your blacklist

Creating And Using Instant Replies

Save time with replies for common questions.

Creating And Using Tags

How to use tags for organization, identifying trends, and more.

Never duplicate work with Groove's Collision Detection identifiers

Groove's collision detection identifiers provide a real-time view into what conversations other team members are viewing or responding to so you will never accidentally duplicate work or send duplicate replies within Groove.

Editing The Subject Line Of A Conversation

How to edit and update the subject of a conversation in Groove

Knowledge Base integration for your Groove Inbox

Browse articles and insert links easily while you're replying

Updating Groove Conversations via Email

How to update conversations in Groove by replying to email notifications from your personal inbox.

Forward an email out of Groove

How to share your Groove conversations with third-party collaborators.

Forwarding Individual Emails Into Groove

Create one-off conversations in Groove by forwarding in individual messages from your user email address.

Keyboard Shortcuts

Available keyboard shortcuts for Inbox and Live Chat.

Undo Send For Replies

Using undo send to stop a reply from sending out to a customer

Moving Conversations Between Mailboxes

How to move a conversation to another mailbox in your Groove account.

Fixing Inbox/SMTP Errors

A quick article on running through any Inbox or SMTP errors that come up when connecting your mailbox in Groove

Using The Search Bar

Ready to rock your searches in Groove? Let's dive in and make finding stuff a breeze!

How To Override Agent Contact Photos with Your Company Logo in Emails

A step-by-step guide to replacing agent contact photos with your company's logo in outgoing emails using BIMI records.

AI Features

All the latest Groove AI features: AI Drafts, Sentiment Analysis, AI Summary, Suggested Tags & AI Text Modifications.

Understanding Conversation Ticket Statuses

My Customers Are Not Seeing My Images - What Should I Do?

How to properly embed images into your emails so that your customers are always able to view them

Change Recipients In Groove

How you can change the ticket recipient in Groove to a different user

Migrating IMAP And Microsoft Mailboxes in Groove To Use Email Forwarding

This article shows you how to smoothly transition your IMAP and Microsoft mailboxes in Groove to email forwarding. Follow simple steps to ensure continued email integration and avoid disruptions