Create & manage groups: rules for many contacts at once

Instead of setting up how each contact is greeted and handled one by one, you define it once per group: regular customers get a personal greeting, suppliers go straight to purchasing, nuisance callers hear a busy signal. New contacts inherit the rules as soon as you assign them to the group.

How to set it up

1. Open Contacts (“Kontakte”) and click Groups (“Gruppen”) in the top-right corner.
2. Create a group with + New group (“+ Neue Gruppe”) and enter a Group name (“Gruppenname”, required). [Screenshot: group overview with group cards and status badges]
3. Optional: Write a Welcome text (“Willkommenstext”) – it replaces the agent's default greeting for all contacts in this group. With the variables {callerVorname}, {callerName} and {callerGender}, the greeting becomes personal (there's a linked article on this).
4. Optional: Turn on a Forwarding rule (“Weiterleitungsregel”) and choose the type – Phone number (“Rufnummer”; the call goes to a fixed number) or Agent (a specific agent takes the call, selectable from a dropdown). The rule applies to all contacts in the group that don't have a rule of their own.
5. Optional: Block calls (“Anrufe blockieren”) – all contacts in the group are rejected immediately (busy signal).
6. Save (“Speichern”). Then assign contacts: in the contact list, simply choose the right group in the Group (“Gruppe”) field for each contact.

Real-world example

A retail business works with three groups: “Regular customers” (personal greeting with first name, plus transfer to the sales agent), “Suppliers” (transfer to the purchasing department's direct line) and “Blacklist” (blocked). Every new contact gets sorted into a group when it's created – and the rules apply from the next call.

Where: AI Telephony (“KI-Telefonie”) → Contacts → Groups button

Good to know

• Contact beats group: If a contact has its own forwarding rule, that rule wins – the group rule only applies to contacts “without their own rule”.
• The status badges on the group cards show at a glance what a group does: greeting text, assigned agent, “No forwarding rule” (“Keine Weiterleitungsregel”) or “Blocked” (“Blockiert”).
• A group can combine a greeting and a transfer – first the personal salutation, then the transfer.
• Group rules apply to agents that have the address book enabled (Agents → General tab).
• Using the icons on a group card, you can view, edit and delete groups.

Last updated July 17, 2026