Groups can be used to route conversations to team members either manually or automatically.
Automated Group Mapping
If you have enabled Message Channels in your account, you can map a particular channel to a group. All conversations incoming via that message channel will be routed to the Group by default.
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.
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.