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When an agent types several ideas in a row, the customer gets one block of content instead of several separate notifications.
The feature is configured at the company level. Companies that do not turn it on keep the current behavior, with no changes.

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When to use this feature

Grouping helps when your agents tend to send several consecutive messages within the same conversation. Turning it on lets you:
  • Reduce the notifications the customer receives.
  • Lower the billable messages per conversation.
  • Keep the conversation cleaner and easier to read.
  • Hold together several messages that are part of the same reply.

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How it works

When an agent sends their first message, the system opens a time window. Every text message they send inside that window is collected and, once the window closes, goes out to the customer as a single message with line breaks. For example, the agent sends three messages in a row:
Message 1
Message 2
Message 3
And the customer receives a single message with that same content:
What the customer receives
The window starts with the first message and has a fixed duration. The system does not restart the wait time each time a new message arrives, so the block never waits indefinitely.

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Configuration

Open Inbox or Monitoring and, in the shortcuts on the right-hand side of the screen, go to Message grouping.
Message grouping dialog with the Group consecutive messages switch turned on and the Wait time in seconds field set to 5
1

Turn on Group consecutive messages

Switch Group consecutive messages on. From then on, your agents’ back-to-back messages are grouped according to the configured time.
2

Set the wait time

In Wait time (seconds) you set how long the system waits before sending the block to the customer, and therefore how long the window that collects messages lasts.It accepts values between 1 and 20 seconds.
3

Save your changes

Click Save. The setting applies to the whole company.

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Which messages are grouped

The agent’s consecutive text messages become part of the same block as long as they fall inside the configured window. Other message types do not wait for the window to end: The system preserves the corresponding order of the messages sent.

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What the agent sees

Grouped message in the agent's conversation: four lines of text in a single bubble, with the clock icon next to the timestamp
While a message is inside the grouping window, the agent sees a clock next to it: the indicator that it is still waiting to go out. When the block is sent to the customer, the clock turns into a check, confirming the message went out correctly.

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What the customer sees

Customer's WhatsApp conversation showing the agent's four messages received in a single bubble, with one delivery time
The customer receives the grouped text messages as a single message, with each piece of content on its own line. They stop getting several notifications in a row while the agent writes one reply across multiple messages.