> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-groups-on-whatsapp-api-business-accounts/using-groups-on-whatsapp-api-business-accounts.md).
# Using Groups on WhatsApp API Business Accounts
### 1. Access points in LimeChat CRM
There can be multiple entry points to the **Create Group** CTA depending on the product surface and workflow. The primary CRM flow is:
* Click **Create Ticket** in the top-right corner of CRM
* Select the required inbox
* Choose between:
* **Single Ticket**
* **Group Ticket**
This is the standard group creation flow inside LimeChat CRM.
***
### 2. How to create a group ticket
### Step 1: Start ticket creation
Go to **Create Ticket** from the top-right corner of CRM and select the relevant inbox.
### Step 2: Select group ticket
Choose **Group Ticket** instead of Single Ticket.
### Step 3: Configure group details
The user must enter:
* **Group name**
* **Group description**
* **Group image** (optional)
### Step 4: Save
Once the details are entered, click **Save**.
### Step 5: Group creation via Meta
At this point, LimeChat sends an API request to Meta to create the group. If successful:
* the group is created,
* the group ticket is created in CRM,
* the ticket is assigned to the agent who created it,
* and LimeChat receives the group invite link from Meta.
***
### 3. How to add participants to the group
After a group ticket has been created, participants can be invited from within the ticket.
### Step 1: Open the group details
Inside the group ticket, click on the **group name** shown in the ticket header/details section.
### Step 2: View group info and actions
The group info panel shows the group-related details and exposes two key actions:
* **Copy Invite Link**
* **Add Participants**
### Step 3: Add participant phone number
To add a participant, enter the phone number of the user to be invited.
### Step 4: Select and configure the invite template
This feature does **not automatically send the invitation template by itself**. Instead, the user must:
* select the configured template,
* define/edit template variables,
* and insert the **group invite link** into the relevant variable.
### Step 5: Send the invite
Once the template is configured and sent, the end user receives the outbound WhatsApp message containing the invite link.
### Step 6: User joins the group
The user clicks the link and joins the group. Once a participant joins, Meta triggers the corresponding webhook event, enabling the business to message the group.
***
### 4. How group tickets behave in CRM
Once created, the group ticket behaves differently from a standard customer ticket:
* Messages from **multiple members** appear within the same ticket
* Agents can track the full group conversation in one place
* The ticket remains assigned as per CRM logic
* The ticket can be **resolved** or **closed** based on the inbox-level setup and lifecycle rules configured in LimeChat CRM
To improve visibility:
* group tickets have a **different icon**
* users can **filter using Group ID**
* this makes it easier for teams to identify and work specifically on group tickets
***
### 5. Required setup in LimeChat
Before using the feature operationally, teams must ensure:
#### Inbox configuration
* WhatsApp Groups must be enabled in the relevant inbox/settings
#### Template setup
* A valid template should be configured for sending invite links to participants
* The template should have a variable slot where the invite link can be inserted
#### Agent readiness
Agents should know:
* how to create a group ticket,
* how to copy the invite link,
* how to select the correct template,
* and how to insert the link correctly into template variables
***
### 6. Recommended usage guidelines
For best results, teams should follow these guidelines:
* Use group tickets only when multiple participants truly need to collaborate in one thread
* Keep track of the **8-member limit**
* Be careful while selecting the invite template and variables
* Confirm that the business number is eligible for Groups before operational rollout
* Do not assume groups are supported if the number is on Coexistence or Multi-solution Conversations
* Use Group ID filtering for operational clarity
* Train agents that group creation and participant addition are two separate steps
***
### 7. Common edge cases and expectations
#### Group created but no messaging possible yet
This can happen if participants have not joined yet. Group creation alone does not mean the business can start messaging immediately; join flow matters.
#### Number not eligible for Groups
Meta may reject the request if the phone number is not eligible for Groups APIs.
#### Participant limit reached
Since the maximum group size is 8 and the business number itself is part of the group, capacity is limited.
#### Calling in groups
WhatsApp Calling API does not apply inside groups.
***
### Summary
WhatsApp Groups on LimeChat CRM enables businesses to create and manage **shared WhatsApp group conversations** directly from CRM. This helps teams handle multi-party discussions through a single ticket instead of splitting the journey across multiple 1:1 conversations.
#### In summary:
* Create a **Group Ticket** from CRM
* Define name, description, and optional image
* LimeChat creates the group through Meta and receives the invite link
* Add participants by sending the invite link through a configured template
* Users join via the link
* Group messages from multiple participants flow into a single CRM ticket
* Agents can identify and manage these tickets distinctly inside LimeChat