Groups

A group is a collection of members used to organize access and permissions within a workspace. Only administrators can create and manage groups. Groups are a core component of the access control model: see Access Control for the broader context of how groups, roles, and permissions interact.

Roles can be assigned to groups, granting the associated permissions to all members of that group.

User groups and customer groups

User groups contain the workspace's internal users (team members, agents, platform users). Manage user groups at Settings > Groups. Default user groups include Admins, All Users, Platform Users, Support, and Agent and Automations Admin.

For further details, refer to User groups.

Customer groups contain external customers who interact with your product or support channels. Manage customer groups at Settings > Customer groups. Default customer groups include Customers, Customer Admins, and Verified Customers. The Customers group includes all external members and governs public portal access.

For further details, refer to Customer groups.

📝 Note: If your organization uses an identity provider such as Okta, groups can be provisioned automatically via SCIM. See the SCIM configuration article for setup details.

Static groups and dynamic groups

Static groups are manually managed collections where administrators explicitly add and remove members. Static groups are ideal when you need precise control over group membership or when the criteria for membership cannot be automated.

Dynamic groups automatically manage membership based on predefined rules or expressions that evaluate member attributes such as email domain, role, or custom properties. Unlike static groups, dynamic groups are self-maintaining: members are automatically added when they meet the group's criteria and automatically removed when they no longer qualify. This automation eliminates the need for manual membership management and ensures groups stay current as attributes change over time.

Dynamic group expressions

Dynamic groups use boolean expressions to define membership criteria. When a member's attributes satisfy the expression, that member is included in the group automatically.

Expression syntax

Expressions follow the form:

<attribute> <operator> <value>

Multiple conditions can be combined using the logical operators AND and OR. Parentheses control evaluation order.

Supported operators:

• = — exact match.

• != — does not match.

• in — the attribute value matches any item in a comma-separated list.

Supported attributes

For user groups:

• Custom member properties defined in your workspace.

For customer groups:

• Custom customer properties defined in your workspace.