Chats Business Group (Account Group)

Definition

A customer-centric group designed to empower related team members to collaboratively manage the entire customer lifecycle, enhancing team efficiency. In addition to Account Groups, it includes Account Pool groups, Department groups, Lead Pool groups, Opportunity 2.0 groups, and more.

Scenario Overview

Chats meet CRM communication needs by enabling the creation of dedicated group chats around customer objects. This facilitates collaboration among Related Teams and establishes a tailored group workspace.

Frontend Display

3.1 Account Group Entry

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

picture coming soon:
Account Details Page - Account Group Button

3.2 Display Layout

The central area displays the Account Group chat window. On the right, [Account Details] shows the Account’s 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’s name field and cannot be modified within Chats.

picture coming soon:
Account Group Display Layout

3.3 Team Member Update Rules

1. After creating an Account Group, Related Teams listed on the Account details page are automatically added to the group. Any changes to Related Teams will dynamically update the group membership.
2. Note: Currently, Account Groups only support resolving Employees from the Account’s Related Teams. Other dimensions (e.g., Roles, Departments, User Groups) are not supported. To enable this, apply for the beta feature: [Business Group (Account Group) Support for Resolving Departments, Roles, and User Groups in Related Teams].

picture coming soon:
Account Details Page - Related Teams

picture coming soon:
Chats - Account Group - Related Teams

3.4 Account Group Assistant

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

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