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Group conversations appear in the inbox alongside 1:1 chats, but they are governed separately in two important ways.

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Groups need their own permission

A channel grant on a role can cover 1:1 chats, group rooms, or both.
An agent who receives ordinary chats but never any groups almost always has a grant covering chats only. This is separate from having the channel at all. Roles → the role → Channel Access. See Roles and permissions.

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Groups are never sticky

Sticky assignment routes a person back to the agent who owns them. A group has many people and no single person behind it, so it is distributed normally each time rather than following an owner.

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Group info

The group info panel shows participants and which of them are admins, plus the group’s join approval mode — either every request needs approving, or people join automatically. You can create groups and manage participants from here.

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Turning groups off entirely

Two options, depending on how much you want gone:
  • Per channel: enable Ignore group messages on the WhatsApp channel — group messages never enter the inbox at all.
  • Per role: remove the group scope from the channel grant — groups still arrive but only reach the roles you want.
The second is usually what people actually want: groups handled by a small team rather than distributed to everybody.