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Chat rooms and groups best practices and recommendations

The following are important notes, best practices, and recommendations for chat rooms and groups:

  • Chat conversations are permanent; you cannot delete them.
  • Some groups are private, which makes them invisible to you unless you are a member or someone invites you to the chat room. Groups that are not public are visible only to group members and owners.
  • When you join a public group chat room, you can only remove yourself from the chat room by closing the conversation. If you are a member of a group, the room reopens in your chat roster when anyone posts a new chat message in the room.
  • When you close a chat, you stop receiving notifications for it. However, if it is a group chat and you are a member of that group, the chat reappears whenever there is a new chat.
  • When you close a message, Genesys Cloud moves that thread to your Recently Closed list, which keeps the most recent five threads you have closed.
  • When you try to join a group chat room that is full, you can only browse the group chat’s history. 
  • You cannot join the chat, post messages, or search chat history until other users leave the chat room. For more information, see
  • Group chat history is persistent. Anyone that you add to the group can view the entire group chat history back to the creation of the group.
  • While groups and chat rooms are similar, they are not the same. When an admin creates a group, Genesys Cloud automatically creates a chat room with the same name. The admin can later delete the group, but the admin cannot delete the related chat room.