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A Group is a named collection of contacts. Unlike status (one per contact) or source (one per contact), a contact can belong to unlimited groups at the same time. Groups are how you pick the audience when you send a campaign.

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What groups are for

  • Campaign targeting — “Send this offer only to my VIP customers.”
  • Bot flow audiences — “Run this chatbot only for contacts in the Support group.”
  • Team organisation — “Agent Maria handles contacts in the Spanish group.”
  • Reporting — split engagement numbers by group.

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Group record

Each group has:
  • Name — the label shown in dropdowns and filters.
  • Tenant — groups are scoped to your workspace.
That’s it. There is no colour or description on the group record itself. Group membership is stored on each contact as a JSON array of group IDs. A contact’s groups can be changed at any time by editing the contact.

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Common ways people use groups

Use clear, specific names. “New” is vague. “New signups — Jan 2026” tells everyone on your team exactly who’s inside.

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Create a group

1

Open the Groups screen

In the sidebar, go to Contacts → Groups.
2

Click 'Add Group'

The button opens a small form.
3

Name your group

Enter a clear, specific name.
4

Save

The group is created and immediately available on the contact form.

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Add contacts to a group

There are two main ways to get contacts into a group:

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1. When creating or editing a contact

On the add-contact or edit-contact form, tick one or more groups in the Groups multi-select. A contact can belong to any number of groups. See Add a Contact.

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2. During CSV import

Include a group_id column in your CSV. See Import from CSV.

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Edit or delete a group

1

Open the Groups screen

Contacts → Groups.
2

Edit or Delete

Click Edit to rename the group. Click Delete to remove it.
Deleting a group does not delete the contacts inside it — the contacts stay, they just lose the group. Any campaign, template bot, or bot flow targeting the deleted group will have no audience. Update those before deleting.

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Use groups in campaigns

Groups are the primary way to pick an audience.
1

Create or edit a campaign

Go to Campaigns → Create Campaign.
2

Pick group(s) as the audience

Campaigns can target all contacts, a CSV upload, or one or more groups.
3

Select one or more groups

If you pick multiple, the campaign goes to the union — every contact in at least one of the groups — with duplicates removed.

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Use groups in automations

  • Template Bots — schedule a template to send to everyone in a group.
  • Bot Flows — branch a flow based on whether a contact is in a specific group.
See Automations Overview.

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Best practices

“Hot customers” is subjective. “Bought in last 30 days” is measurable and consistent.
Several targeted groups are easier to combine in campaigns than one mega-group you have to filter inside later.
Event- or campaign-specific groups go stale. Delete groups that are no longer relevant.
If the value will have many variations (like “City”), use a custom field. Groups are for marketing segments, not data storage.

Statuses

One label per contact — a snapshot of their lifecycle stage.

Sources

Track where each contact came from.

Custom fields

Store any extra data you need about a contact.

Create a campaign

Put your groups to work.