Group Management
Master advanced team organization with Fiko's Group Management system. Learn to create groups, assign resources including agents, channels, and tags, and leverage multi-modal management for optimized workflow control.
Group Management Overview
Group Management in Fiko enables sophisticated team organization through resource-based allocation. Groups serve as organizational units that can be assigned specific agents, communication channels, and conversation tags, providing granular control over workflow distribution and access permissions.
Agent Assignment
Assign team members to groups with manager privileges. Group membership determines access to group-scoped resources and Smart Responses.
Channel Access Control
Control which communication channels (WhatsApp, LINE, Live Chat) are accessible to specific groups for targeted conversation management.
Tag Management
Define conversation tags available to each group, enabling organized conversation categorization and department-specific workflows.
Real-Time Management
All group operations update in real-time with optimistic UI updates, providing immediate feedback and seamless management experience.
Access Requirements: Most roles can open the Groups tab, but create, edit, delete, and assignment actions require management permissions. Read-only viewers can review group details without changing them.
Creating & Managing Groups
Navigate to Group Management
Access the Groups section from the Team Management interface.
- Go to the Team section in the main navigation
- Click on the Groups tab to open the company group list
- You'll see the groups table with existing groups and their basic information
Create New Group
Initialize a new group with name and description.
- Click the "Create Group" button in the header
- Modal opens with group creation form
- Name: Enter descriptive group name (e.g., "Sales Team", "Technical Support")
- Description: Add optional description for group purpose
Naming Convention: Use clear, department or function-based names that will be easily understood by all team members.
Configure Group Details
- Ensure the name and description accurately reflect the group's purpose
- Click "Create Group" to finalize the creation
- New group appears in the groups table immediately
Initial State: Newly created groups have no assigned resources. You'll need to assign agents, channels, and tags separately through the multi-modal system.
Group Table Operations
- View Details: Click on any group row to open sidebar details
- Edit Group: Use edit button to modify name and description
- Delete Group: Remove groups with confirmation dialog
- Assign Resources: Use the actions menu to assign agents, channels, and tags
Resource Assignment
Groups become powerful through resource assignment. Each group can be assigned agents, channels, and tags to create focused workflow units.
Agent Assignment
Add team members to groups with optional manager privileges.
- Click "Assign Agents" button for the target group
- Modal shows available agents not currently in the group
- Select multiple agents using checkboxes
- Manager Option: Toggle to grant manager privileges within the group
Manager Privileges: Group managers may have additional permissions within the group context, such as advanced Smart Response management or conversation oversight.
Channel Assignment
Control access to communication channels per group.
- Click "Assign Channels" button for the target group
- Modal displays all available communication channels
- Channels include WhatsApp, LINE, Live Chat Widget, and other integrations
- Channel assignment determines conversation routing and access
Tag Assignment
Define conversation tags available to the group.
- Click "Assign Tags" button for the target group
- Modal shows all company tags not currently assigned to the group
- Group members can only use tags assigned to their groups
Tag Scoping: Tags can be assigned to multiple groups, but group members can only see and use tags assigned to their groups, ensuring organized workflows.
Multi-Modal Management
The group management system uses multiple modals for different operations, providing focused interfaces for each type of resource management.
Agent Modal
- Multi-select agent assignment
- Manager privilege toggle
- Filtering out already assigned agents
Channel Modal
- All communication channels listed
- Multi-select for bulk assignment
- Integration status indicators
Tag Modal
- Company tag library access
- Color-coded tag display
- Search and filter capabilities
Advanced Features
Group Details Sidebar
The group details sidebar provides comprehensive information about group composition and resource assignments.
Accessing Group Details
- Click on any group row in the groups table
- Sidebar slides in from the right with detailed information
- Shows group name, description, and creation details
- Displays all assigned resources in organized sections
Resource Management in Sidebar
- Agents Section: Lists all assigned agents with manager badges
- Channels Section: Shows assigned communication channels with icons
- Tags Section: Displays assigned tags with color indicators
- Individual Removal: Remove single resources using dedicated buttons
Live Updates: The sidebar updates in real-time as you make changes to group assignments, providing immediate visual feedback for all operations.
Manager Privileges
Group managers have enhanced permissions within their assigned groups, enabling advanced workflow management and team oversight.
Manager Capabilities
- Advanced Smart Response management for the group
- Group-scoped performance insights and analytics
- Conversation oversight and quality management
Manager Assignment
- Set during agent assignment to group
- Multiple managers can be assigned per group
- Manager status visible in group details sidebar
Real-Time Updates
Optimistic UI Updates
- Changes appear immediately in the interface
- Loading states show during server synchronization
- Toast notifications confirm successful operations
Context-Driven State Management
- Groups context maintains state across components
- Automatic refetching after operations
- Coordinated modal states for smooth workflows
Troubleshooting
Cannot create new groups
- Check if you have the necessary permissions to create groups
- Ensure the group name is not empty and doesn't conflict with existing groups
- Try refreshing the page and attempting the operation again
Agents not appearing in assignment modal
- Only agents not currently in the group are shown
- Check if all available agents are already assigned to the group
- Verify agents exist in your organization (check Agent Management)
Group details sidebar not updating
- Close and reopen the sidebar to refresh the data
- Check for any error messages or failed operations
- Refresh the entire page to reset the state
Cannot assign channels to groups
- Verify channels are properly configured and active
- Ensure you have permissions to manage channel assignments
- Confirm the channels are enabled in your company settings
Best Practices
Organizational Best Practices
- Create groups based on departments, functions, or expertise areas
- Use clear, descriptive names that reflect the group's purpose
- Assign managers to groups for oversight and coordination
- Regularly review and update group compositions
Resource Assignment Best Practices
- Assign channels based on expertise and availability
- Use tags to organize conversations by topic or priority
- Balance agent workloads across groups
- Monitor group performance and adjust assignments accordingly
Next Steps
After mastering group management, explore these related features to optimize your team workflows.