> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Message grouping

> Group an agent's consecutive messages into a single message for the customer, separated by line breaks, and cut down notifications and billable messages.

When an agent types several ideas in a row, the customer gets one block of content instead of several separate notifications.

> [!NOTE]
>
> The feature is configured at the **company** level. Companies that do not turn it on keep the current behavior, with no changes.

## 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.

## 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**:

```text Message 1 theme={null}
Hi, how are you?
```

```text Message 2 theme={null}
I can help you with your request.
```

```text Message 3 theme={null}
To continue, I need to verify a few details.
```

And the customer receives **a single message** with that same content:

```text What the customer receives theme={null}
Hi, how are you?
I can help you with your request.
To continue, I need to verify a few details.
```

> [!WARNING]
>
> 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.

## 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](https://mintcdn.com/jelouai/3cRw5CsUakc9TUzc/assets/images/configuracion/agrupacion-mensajes-en.png?fit=max\&auto=format\&n=3cRw5CsUakc9TUzc\&q=85\&s=9e37427e7ccf711f563857480178ed7e)

**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.

## 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:

| Message type | Behavior |
| - | - |
| Consecutive text messages | Collected and sent together when the window closes. |
| Images and other attachments | Sent **immediately**, without waiting for the window. |
| Replies or quotes to another message | Sent **immediately**, without waiting for the window. |

The system preserves the corresponding order of the messages sent.

## 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](https://mintcdn.com/jelouai/3cRw5CsUakc9TUzc/assets/images/configuracion/agrupacion-mensajes-asesor-en.png?fit=max\&auto=format\&n=3cRw5CsUakc9TUzc\&q=85\&s=fcd353d5794a07779f1b8d1dc95039f5)

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.

## What the customer sees

![Customer's WhatsApp conversation showing the agent's four messages received in a single bubble, with one delivery time](https://mintcdn.com/jelouai/3cRw5CsUakc9TUzc/assets/images/configuracion/agrupacion-mensajes-cliente-en.png?fit=max\&auto=format\&n=3cRw5CsUakc9TUzc\&q=85\&s=883ee3b4ab56789f9ec4c3d1f36d0d4e)

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.


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