Groups allow you to select multiple agents and group them together on a team. If you have Customer Support and IT teams using your Groove account, you can create two separate groups for each of those teams.

Groups allows you to assign conversations to a group of people, create folders for group conversations, automate the workflows between each of the groups, and better organize your teams in Groove.

To set up a Group, go into your Settings > Organization > Groups. In the left sidebar click the + Add Group button. 

Add the name, description, and select which users you want to be part of the group. Then when you're ready, click Create to save your new group.