What is Message Grouping?
Message Grouping helps your AI Employee reply more naturally when a customer sends several short messages quickly.
When Message Grouping is turned on, ABC Salesbot waits for a short moment before the AI replies. This gives the customer time to finish typing multiple messages, so the AI can respond once with better context instead of replying separately to every small message.
Why use Message Grouping?
Customers often send messages in parts, for example:
"Hi"
"I want to ask about pricing"
"For Package A"
Without Message Grouping, the AI may reply too quickly after the first message and miss the full context.
With Message Grouping, the AI briefly waits, reads the recent messages together, and sends one more complete reply.
What customers may notice
When Message Grouping is enabled:
- The reply usually arrives around 15-20 seconds after the customer's last message
- Multiple quick customer messages may receive one combined AI reply
- The AI's answer may be more complete because it has more context
- Each customer message is still saved normally in the conversation history
This delay is expected behaviour. It does not mean the AI is stuck.
How long does Message Grouping wait?
Message Grouping uses a short waiting window. By default, the AI waits about 8 seconds after the customer's last message before replying.
It will not wait indefinitely. If the customer keeps typing without pausing, the AI replies anyway after 30 seconds.
How to turn Message Grouping on or off
Message Grouping can be managed from your company settings when the setting is available for your account.
- Go to Company Settings.
- Scroll down to the AI Employee Settings section.
- Make sure AI Employee is turned on. If AI Employee is off, the Message Grouping option will not be visible.
- Look for:
"Message Grouping"
- Turn this on if you want the AI to wait briefly and group rapid messages before replying.
- Turn this off if you prefer the AI to reply immediately to each message.
- Scroll down and click Save.
If you leave the page without saving, the Message Grouping setting may not be updated.
When should I use Message Grouping?
Message Grouping is useful if your customers often send several short messages in a row.
It may be less suitable if your business needs the AI to reply as fast as possible to every single message.