Skip to main content

How to Manage Shared Groups

Updated

1. What This Feature Does

The Shared Groups feature allows administrators to create and manage groups of shared contacts that can be reused across channels.

Shared Groups help organize contacts into logical groupings (e.g., Clients, Internal Teams, External Partners), making it faster and easier to add multiple contacts to channels.

You can:

  • Create new shared groups
  • Edit or delete shared groups
  • Add shared contacts to a group
  • Manage contacts within a group
  • Perform bulk actions on shared contacts

2. Who Can Use It

  • Admin users can create and manage Shared Groups

Plan-Based Behavior

For All Plans

  • Admins can:
    • Create Shared Groups
    • Add and manage Shared Contacts
    • Perform bulk actions on contacts

3. Step-by-Step Instructions

Navigate to Manage Contacts

  • Select Shared Groups

A. Create a Shared Group

  1. Click Add Shared Contact Group
  2. Enter a Shared Group Name
  3. Click Confirm
  • A shared folder will be created with the same name

B. Edit or Delete a Shared Group

  1. Hover over the shared group folder
  2. Select one of the following:
  • Edit (green icon) → Update the group name
  • X icon → Delete the shared group

C. View a Shared Group

  • Double-click on a shared group folder

You will see a table with the following columns:

  • Contact
  • Email
  • Organization
  • Action

D. Add a Shared Contact to a Group

  1. Open a shared group folder
  2. Click Add Shared Contact
  3. Enter the following details:
  • Name (First and Last Name in one field)
  • Email Address
  • Organization Name
  1. Click Confirm
  • The contact will be added to the group

E. Manage Individual Shared Contacts

Within a shared group, click the three vertical ellipses (⋮) under the Action column.

Available options:

  • Edit Shared Contact
  • Remove from Shared Group
  • Delete Shared Contact

F. Bulk Actions on Shared Contacts

  1. Select multiple contacts in the table
  2. Click the Bulk Options dropdown

Available options:

  • Remove from Shared Groups
  • Delete Shared Contacts

Changes are saved automatically when actions are performed. There is no Save button.

4. What Happens After

  • Shared Groups are immediately available for use across the platform
  • Contacts added to groups can be reused when creating channels
  • Updates to groups or contacts take effect instantly

Important Behavior

  • Deleting a shared group removes the group structure
  • Removing a contact from a group does not delete the contact entirely
  • Deleting a shared contact removes it from the system
  • Bulk actions apply changes to all selected contacts

5. Best Practice for Enterprise

To get the most value from Shared Groups:

Organize by Use Case

  • Create groups based on common workflows:
    • Clients
    • Departments
    • External Vendors

Use Consistent Naming

  • Use clear, standardized naming conventions
  • Makes groups easier to find and reuse

Use Bulk Actions Carefully

  • Double-check selections before performing bulk deletes
  • Bulk actions cannot be easily reversed

Keep Groups Clean

  • Periodically review and remove outdated contacts
  • Ensures accuracy and reduces clutter

Related articles