Groups can be used to route conversations to a set of team members in a manual or automated manner.
Automated Group Mapping:
Message Channel settings allow mapping a Message Channel directly so that all conversations in that message channel are mapped to the Group by default. For more information on Messaging Channels, please visit the FAQs on the topic.
Assignment Rules allow other ways to map a conversation to a group based on multiple criteria including user properties, message information, time of the day, etc.
Manual Group Mapping:
A conversation can be re-assigned to a different group by agents at any point in time from the conversations view.
Routing to team members within a Group:
Once a conversation is mapped to a Group, the assignment to an agent within the group can be automated in a load balanced manner by turning on IntelliAssign settings for the specific group.