Managing Groups and Numbers

Overview

Groups help organize your messaging by department, location, team, or use case.

Messaging numbers are the phone numbers customers use to send and receive texts from your organization.

Together, groups and numbers help route messages to the right place.

What Groups Are Used For

Groups can be used to organize messaging around things like:

• Locations
• Departments
• Programs
• Teams
• Service areas
• Specific communication workflows

For example, an organization may have separate groups for customer service, aquatics, senior programs, or a recreation center location.

What Messaging Numbers Are Used For

Messaging numbers are the phone numbers connected to your account.

Customers may receive messages from these numbers or text these numbers to start a conversation.

A number may be connected to a group so inbound messages are easier to route and manage.

When to Use Groups

Use groups when your organization needs to separate communication by purpose or team.

Groups are helpful when:

• Different teams manage different conversations
• Locations need separate messaging numbers
• Campaigns should come from a specific department
• Inbound messages need to be routed to the right staff
• Reports or message history need to be organized by area

How to View Groups

1. Go to Settings, Groups, or the group management area available in your account.
2. Review the list of existing groups.
3. Select a group to view its details.
4. Review the messaging number, users, and settings connected to that group.

How to Create or Edit a Group

1. Go to the group management area.
2. Choose the option to create a new group or edit an existing group.
3. Add or update the group name.
4. Assign the appropriate messaging number, if applicable.
5. Review any routing, user, or notification settings.
6. Save your changes.

How to Check Which Number Is Connected to a Group

1. Open the group settings.
2. Look for the assigned messaging number.
3. Confirm that the number matches the department, location, or use case for that group.
4. Update the assignment if needed and available for your account.

Tips for Groups and Numbers

• Use clear group names.
• Keep group names simple and easy for staff to recognize.
• Assign numbers carefully so customers receive messages from the right place.
• Review group setup when your organization changes.
• Avoid creating unnecessary groups if one shared group is enough.

Common Questions

Can one account have multiple groups?

Yes. Many organizations use multiple groups to organize communication.

Can a group have its own messaging number?

Yes, depending on your account setup.

Why did an inbound message go to a specific group?

Messages are usually routed based on the number the customer texted or your account’s routing settings.