Groups overview

Genesys Cloud groups organize people with similar traits. For example, users that share common skills, relationships, locations, or other information maintained in Genesys Cloud.

Groups can be work-related—or social. You can create groups for anything. Examples of groups include the following:

  • Subject Matter Experts (SMEs): You could have SMEs use groups so that they can let others in the organization know the most up-to-date information.
  • Projects: You could have groups related to projects so that the entire project team can remain abreast of updates related to specific projects.
  • Locations: Groups can make sure that everyone in a specific place knows that there is free food in the break room.
  • Social reasons: Want to find people to go rock climbing with this weekend? With groups, you can create a specific rock climbers’ group, and others with that interest can join it.

When someone adds you to a group, you can use the chat feature to chat with specific members of the group or everyone at once. Or you can just monitor a group, to stay informed.

To find a group, browse the groups, in the directory. Or search for a specific group by name.

Groups have profile pages, just like people. Group profile pages allow you to see who is a member of the group. You can make the group a favorite or just start a group chat.

  • Groups and chat rooms are similar, but they are not the same.
  • When you create a group, Genesys Cloud simultaneously creates an associated chat room with the same name.
  • When you delete a group, Genesys Cloud does not delete the associated chat room. Instead, it places the associated chat room in Recently Closed.
  • You cannot delete a Genesys Cloud chat room. Recently Closed always lists the last 20 items you closed.
  • A user can be a member of up to 100 official and 100 social groups.
  • Genesys recommends that you limit the number of groups per org to 500.