A group is a named list of team members, such as a regional sales team or a support squad. Groups change what people can see only if their role includes one of the "group" permissions. You need the "Manage team members" permission to create and manage groups.
How groups affect access
Two people are peers if they share at least one group. A person in several groups can see content from the peers in all of them. What a member can see depends on the group permissions in their role, set under Admin > Roles:
Area | Permission | What the member can see |
Conversations | Read group conversations | Conversations where they, or anyone in their group, took part. |
Insights | Read group insights | Insights from conversations where they, or anyone in their group, took part. |
Topics | Read group topic models, Manage group topic models | Topic sets owned by them or anyone in their group, plus the topic sets Four/Four provides for workflows, tracker and examples. Manage also allows creating and editing them. |
Labels | Read group labels, Manage group labels | Labels owned by them or anyone in their group. Manage also allows creating and editing them. |
CRM records | Read group CRM data | Records from the CRM connections where people in their group have CRM user accounts, matched by email address. |
Roles with the "all" or "team" version of a permission (for example "Read all conversations") already see everything, so groups make no difference to them. The built-in Viewer, Creator and Admin roles do not use the group permissions by default. To limit people to their group, create a custom role that includes the group permissions and not the "all" ones, then assign it. See "Roles and permissions".
Create a group
In Admin > Groups, select Create group, then rename the new group and save. Group names must be unique, ignoring case.
Manage members
People must already be on your team, so invite them first (see "User Management").
Open the group and use the Members card to add or remove people. Changes apply immediately. A person's groups also appear on their profile in Admin > Team.
Delete a group
Open the group and select Delete. Members lose the visibility the group gave them but stay on your team. Removing someone from your team also removes them from all groups.
Troubleshooting
Someone in a group can still see everything: their role probably has an "all" or "team" permission, such as the built-in Viewer role. Groups only narrow access when the person's roles use the group permissions instead.
The Groups tab is missing: you need the "Manage team members" permission.