Support Your Customers and Team will Love
Frequently asked questions
Haven’t found what you’re looking for? Try the Groove Knowledge Base or Contact us.
Does Groove allow us to support multiple brands?
Yes. You can forward in multiple email addresses and each will have it's own mailbox in Groove. Your team can see and respond as desired for each brand/store. You can also have multiple Widgets, Chats, Knowledge Bases, etc. Each customized with your branding.
What integrations do you offer?
Groove offers several integrations that can be added to your account. These include internal integrations (Widget, Knowledge Base, etc) as well as a variety of third-party apps that can be connected to Groove.
How long does it take to get started with Groove?
In just six steps, you’ll be completely up and running with Groove. Pull up your Groove dashboard in one window, and keep this guide in another, to walk through each step with us: Getting Started Guide.
Does Groove support Live Chat?
Yes. We’ve made it super simple to get started with Live Chat with your customers on your website or app through the Groove Widget.
Can I import my emails to Groove?
If you’re coming to Groove from another help desk (Zendesk, Freshdesk, Help Scout... anything other than Gmail), you have a few options to import your data.
Does Groove have a customer portal?
No. Groove is designed to be an "invisible support tool" where every interaction looks and feels just like regular email to the end user.
Does Groove have an API?
Yes. To get started with Groove's API, just visit our API Docs.
Why Groove?
We thought you might ask! Here is a quick overview of why our customers have picked our solution over others and gives some insight on how our software works: Why Groove?
2,000 growing businesses have already made the switch.
Compare plans and features. |
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Omnichannel inboxes | Standard | Plus | Pro |
| Included channels | 2 | 5 | 25 |
| Email inboxes | |||
| Live chat | |||
| Instagram direct messages | |||
| Facebook messenger | |||
| Web widget with contact form & knowledge base | |||
| Call logging | |||
| iOS & Android mobile apps |
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Collaboration features | Standard | Plus | Pro |
| Included free lite users | 0 | 10 | 50 |
| Conversation statuses | |||
| Unified "all inboxes" view | |||
| Teammate assignment | |||
| Collision detection | |||
| Internal notes with @mentions | |||
| Follow conversations | |||
| Agent availability | |||
| Teams |
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Powerful inbox features | Standard | Plus | Pro |
| Custom smart folders | |||
| Conversation tags | |||
| Conversation snoozing | |||
| Open tracking | |||
| Search with variables | |||
| Satisfaction ratings (CSAT) | |||
| Customer feedback | |||
| Spam & blacklist handling | |||
| Customer overview with custom fields | |||
| Conversation history | |||
| Customer notes | |||
| Merge conversations | |||
| Custom profile | |||
| Custom auto-replies | |||
| Custom signatures | |||
| Slack notifications | |||
| Undo send | |||
| Keyboard shortcuts | |||
| IMAP email connection | |||
| Custom SMTP sending | |||
| Advanced tracking with custom fields for conversations | Coming Soon | Coming Soon |
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Automations & workflows | Standard | Plus | Pro |
| Instant replies | |||
| Rules | |||
| Rule templates | |||
| Interaction escalation | |||
| Custom rule builder | |||
| Round robin assignment | |||
| Round robin assignment with load balancing | |||
| Time-based rules | |||
| SLA management | |||
| Advanced rule automations | |||
| Instant reply actions |
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Reporting & analytics | Standard | Plus | Pro |
| Reporting history | 2 Years of data | Forever | Forever |
| Average conversations & resolutions | |||
| First response times | |||
| Tag reporting | |||
| Total customers helped | |||
| Average resolution time | |||
| Productivity reports | |||
| Performance reports | |||
| Customer happiness (CSAT) reporting | |||
| Knowledge base reporting | |||
| User specific reporting | |||
| Team specific reporting | |||
| Advanced report filtering | Coming Soon | Coming Soon | |
| Report exporting | Coming Soon | Coming Soon | |
| Advanced analytics | Coming Soon |
|
Live chat | Standard | Plus | Pro |
| Branded chat widget for web & mobile | |||
| End user identification | |||
| User and visit info | |||
| Transcripts | |||
| Email continuation | |||
| Maximum conversation handling | |||
| Unattended message handling | |||
| Welcome bot | |||
| No online agent automations | |||
| Hide teammate avatar from participants | |||
| Custom chat availability settings | |||
| Round robin routing with load balancing |
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Knowledge base | Standard | Plus | Pro |
| Included knowledge base sites | 1 | 2 | 10 |
| Rich text editor | |||
| Prebuilt & SEO optimized themes | |||
| Mobile ready | |||
| Groove inbox integration | |||
| Knowledge base widget | |||
| Custom domain | |||
| One-click SSL | |||
| Advanced metrics | |||
| Article rating system | |||
| Successful & failed search tracking | |||
| SEO & open graph settings | |||
| White labeling | |||
| Custom scripts | |||
| Full branding control | |||
| Password & IP access restrictions |
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AI features | Standard | Plus | Pro |
| AI assist | |||
| AI summarize | |||
| AI sentiment | |||
| AI tag suggest | |||
| AI drafts | Coming Soon | Coming Soon |
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API & integrations | Standard | Plus | Pro |
| 40+ Native integrations | |||
| API access | 200 calls/minute | 400 calls/minute | 800 calls/minute |
| Webhooks | |||
| Custom profile app builder | |||
| Zapier access | |||
| Slack integration & notifications | |||
| Salesforce integration | |||
| Hubspot integration | |||
| Jira integration | |||
| Advanced API access |
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Security & permissions | Standard | Plus | Pro |
| Two-factor authentication (2FA) | |||
| Mailbox access permissions | |||
| Teammate roles | |||
| Public downtime reporting | |||
| Custom user permissions | Coming Soon | Coming Soon | |
| Custom enterprise security | Coming Soon |
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Advanced setup | Standard | Plus | Pro |
| Remove Groove branding | |||
| Data export | |||
| Variables | |||
| Auto bcc | |||
| Timezone configuration | |||
| Contact & business custom fields |
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Groove customer support | Standard | Plus | Pro |
| Onboarding assistance | |||
| 24/7 support | |||
| Concierge onboarding | |||
| Dedicated account manager | |||
| Quarterly account optimization reviews | |||
| Quarterly team training | |||
| Call back support | |||
| Engineer support |