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A Group with its Pearls organized by type
A Group with its Pearls organized by type

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Overview

A Group brings together several Pearls - voice, text, or a mix of both - that serve the same customers or the same part of your business. When Pearls belong to the same Group, they can share:
  • Contacts - the same contact records across every Pearl in the Group.
  • Interaction history - a combined view of the calls and chats a contact had with any Pearl in the Group.
  • Collected information - the structured data gathered by any Pearl in the Group.
  • Memory (optional) - a single, shared memory for each contact.
A Pearl can belong to one Group at a time. Moving it into another Group removes it from the previous one.

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Individual vs Shared Memory

Two related concepts control how a contact is remembered.

Individual Memory

A per-Pearl setting (in a Pearl’s Knowledge Base). When enabled, that specific Pearl remembers a contact and continues from where it left off - within that single Pearl only.

Shared Memory

A Group-level setting. When enabled, every Pearl in the Group accesses and updates the same memory for a contact, so context carries over between Pearls.
Enabling Shared Memory at the Group level is not enough on its own. Each Pearl must also have its individual Memory toggle enabled (in its Knowledge Base) to participate in the Group’s Shared Memory.

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Open the Pearls area

Groups live inside Pearls. Open Pearls from the left navigation.
Pearls in the left navigation
Inside Pearls, the left sidebar shows All Pearls at the top, then a Groups section listing your Groups, ending with Create Group. All Pearls lists every Pearl grouped by type - Inbound Phone, Outbound Phone, and Inbound Text - and each Pearl that belongs to a Group shows the Group name as a tag next to its title.
All Pearls listed by type, each Pearl showing its Group as a tag

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Create a Group

1

Click Create Group

In the Groups section of the sidebar, click Create Group.
Create Group option in the Groups section of the sidebar
2

Name the Group

Enter a Group name (required, up to 50 characters), then click Create.
Create group dialog with the name field and the Create button

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Assign Pearls to a Group

From All Pearls, select one or more Pearls. An action bar appears at the bottom showing the number selected, along with Move to group, Delete, and Cancel.
Two Pearls selected in All Pearls with the Move to group action bar
Click Move to group to open the dialog, then choose the destination Group and click Move. Selecting Remove From Group takes the Pearls out of their current Group instead.
Move to group dialog listing the available Groups and Remove From Group
You can also add Pearls from inside a Group, using the + action in the Assigned Pearls toolbar.

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Inside a Group

Opening a Group shows three tabs, starting on Assigned Pearls.
TabPurpose
Group SettingsConfigure the Group name, Shared Contacts, Shared Memory, Additional Details, Contact Retention, and Delete Group.
Assigned PearlsView and manage the Pearls that belong to this Group.
Shared ContactsBrowse the contacts shared across the Group’s Pearls.
In Assigned Pearls, Pearls are grouped by type with a count per section. A toolbar lets you search, sort (Last edited, Date created, Alphabetical), filter by status and type, and switch between grid and list views.
Assigned Pearls tab showing Pearls grouped by type with a toolbar
Removing a Pearl from a Group does not delete it. Only the Delete action permanently deletes a Pearl.

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Group Settings

The Group Settings tab is where the Group’s behavior is defined. Changes are saved immediately.
1

Group Name

Change the name of this Group. Use the pencil next to the field to rename it.
Group Name field in Group Settings
2

Shared Contacts, Shared Memory & Additional Details

These three toggles work together and control what Pearls in the Group share about each contact:
  • Shared Contacts - Pearls in the Group use the same contact records and interaction history.
  • Shared Memory - every Pearl accesses and updates the same per-contact memory (see the memory warning above).
  • Additional Details - additional information collected through variables is stored on the contact and shown under Collected Info.
Shared Contacts, Shared Memory, and Additional Details toggles
3

Contact Retention

Choose how long contact data is kept before it is automatically deleted. Leave it on Never to keep contacts indefinitely, or set a number of days after which older contacts are removed.
Contact Retention setting in Group Settings
Retention-based deletion is permanent. Once a contact is deleted based on the configured period, it cannot be recovered.
4

Delete Group

Permanently delete the Group. The Pearls assigned to it are not deleted - only the Group and its shared-contact configuration are removed.
Delete Group section in Group Settings

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Shared Contacts

The Shared Contacts tab lists every contact shared across the Group’s Pearls, with a search bar and a sortable table:
Column
Phone NumberThe contact’s phone number.
First Name / Last NameThe contact’s name, when known.
EmailThe contact’s email, when known.
Reference IDAn external reference, when provided.
Last ContactThe date and time of the most recent interaction.
Hover a row and click Open to view the full contact.
Shared Contacts table listing contacts shared across the Group
An opened contact shows its Contact ID at the top and three areas: Contact Information, Collected Info, and Interactions.
Opened contact with Contact Information, Collected Info, and Interactions
The contact’s core details: phone number, first and last name, email, reference ID, time zone, and last contact date.
Contact Information section of an opened contact
The values gathered by the Group’s Pearls through variables (populated when Additional Details is enabled).
Collected Info section showing variables gathered by Pearls
Every call and chat the contact had with Pearls in the Group - each entry shows the Pearl name and type, the date, and a status such as Completed or In Progress, with access to the related call or chat.
Interactions list of the contact's calls and chats with Pearls in the Group
A Group Contacts tab also appears on an individual Pearl’s page when that Pearl belongs to a Group with Shared Contacts enabled.

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Best Practices

  • Group Pearls that serve the same customers or the same workflow.
  • Enable Shared Memory only when cross-Pearl continuity is genuinely useful - and remember to enable each Pearl’s individual Memory toggle.
  • Use variables for structured information and Shared Memory for conversational context.
  • Review Contact Retention before handling production contact data.
  • Name Groups after the team, customer journey, or business process they represent.

Pearl Voice

AI voice agents that handle real phone conversations - inbound and outbound.

Pearl Text

AI text agents that message your customers across SMS, WhatsApp, email, and chat.

Variables

Collect, store, and reuse data during conversations.

Pearl Settings

Configure a Pearl’s name, language, voice, personality, and time zone.