Documentation Index

Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt

Use this file to discover all available pages before exploring further.

Use SSO to log in and access the Help Center, where you can create and manage your support tickets to reduce your resolution times.

Channel Groups

  • Updated on Jun 12, 2026
  • Published on Sep 9, 2024
  • 2 minute(s) read
Prev Next

Channel groups are the ability to manage and group your digital addresses together for an Omni-Channel experience. You can group addresses together or group them as singular addresses if you want to have a multi-channel experience. The default behaviour is that any Shared Address (not assigned to a User directly) will belong to the Default Group then they can moved to any group of your choosing.

Any addresses grouped together will route to the same User for any message from the Contact to an address in that group.

For example, you have two SMS numbers grouped together under a group called “Support”. If the Contact messages in to Number 1 in the group and routes to User John Doe they can have a conversation. If the same Contact messages in to Number 2 within the group after they will be routed through to the same conversation to John Doe. John Doe will see both conversations as 1 conversation.

Available for SMS?

Available for WhatsApp Business?

Available for Chat?

✔

✔

✔

Creating a Channel Group

A Channel Group an be created by pressing the Create button on the Channel Group page.

Once pressed this will open up the side-panel for you to begin creating your Channel Group

  • Group Name: The name of the Channel Group

  • Default Inbox: Should the routing policy not return a valid inbox this is the default inbox that any communication on these channels will be routed to.

  • Description: An optional description of the purpose of this channel group

When you are happy with the channel group details simply press the Create button in the bottom right corner to create your new channel group.

Managing your channels in groups

To manage a channel you first need to locate the channel you wish to edit.


Once you are in the group that the channel belongs to you can hover over the channel and click the edit icon on the right hand side.

This will open the side-panel where you can start to manage your address.

  • Label: This is the label you can set for your channel - currently this is only used on the channel groups pager but will be available in the messaging interface soon.

  • Channel Group: The group that the channel belongs to. Updating this will move the channel to the selected group

When you are happy with your changes, press the Save Changes button in the bottom right corner to save.

FAQ

What minimum Natterbox Salesforce package version must I be on?

It is typically recommended to always be on the latest stable version, but the minimum version is 1.378. More information can be found here.

Can I have my digital channels not be grouped together?

Yes! You can achieve this by configuring each channel into individual groups.

Why must I set a default inbox?

A default inbox is used as a fall-back if the digital routing policy is not routed to an inbox, this ensures that your inbound messages are always delivered to someone or somewhere.