Chats Account Group

Definition

A customer-centric group that empowers related team members to collaboratively manage the entire customer lifecycle, enhancing team efficiency. In addition to Account Groups, it includes Account Pools, Department Groups, Lead Pools, and Opportunity 2.0 Groups.

Scenario Overview

Chats meet CRM business communication needs by supporting the creation of dedicated group chats around customer objects. This facilitates collaborative follow-ups among related team members, creating a tailored group workspace.

Frontend Display

3.1 Account Group Entry

On the Account object details page, click the [Account Group] button at the top to automatically redirect to Chats and create a group for that Account.

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Account Details Page - Account Group Button

3.2 Display Style

The middle section is the Account Group chat window. On the right, [Account Details] displays the Account’s detailed information. Click [Account Details - More] or the group name to slide out the CRM Account details page.

Note: The group name is derived from the Account Name field in the Account data and cannot be modified in Chats - Account Group.

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Account Group Display Style

3.3 Team Member Update Rules

1. After creating an Account Group, Related Teams members from the Account details page are automatically added. Changes to Related Teams members will dynamically update the group members.
2. Note: Currently, Account Groups only support parsing the Employee scope in the Account - Related Teams. Other dimensions (Roles, Departments, User Groups) are not supported. To enable this, apply for the beta feature: “Business Groups (Account Groups) support parsing Departments, Roles, and User Groups from Related Teams in object details pages.”

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Account Details Page - Related Teams

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Chats - Account Group - Related Teams

3.4 Account Group Assistant

Under [More], click [Group Assistant] to subscribe to CRM-related notifications for the Account. For example, when a new sales record is created under the Account, the group automatically receives a message card.

Note: The Account Group Assistant cannot be disbanded, but you can disable its notifications by unsubscribing from all message types.