How do I create Groups?

Help your customers find the right person quickly

Once you've invited your team you need to create groups in Cradle so that we can direct your customers to the right person or group of people when they call. Groups can be used in a voice menu to help your customers find someone with the right skill set quickly. 

Creating, Editing and Deleting a Group

Creating a Group

Select Groups and then click New Group. 

Follow the steps to add a group name, add people to the group, and set an optional voicemail. 

Add People

Part of adding people to a Group is deciding how you want calls to be distributed amongst your team. This is called setting the Priority.

There are three boxes on a Group's page. They are labeled call first, call second, and call third. The people in the box call first are the people who will receive calls for this group first. The people in the box call second will receive calls second, and so on. 

If you add everyone to call first, their phones will all ring at the same time. If you add people to call first and call second, the people in call first will all be tried together, and then the people in call second will be tried (if nobody in the first box answers the call). 

We will adjust the order of people in a Group based on information that we have at the time a call comes in. For example, if someone has set their presence to away, we make an adjustment similar to moving them down a box (for example, moving them from call first to call second). 

Why? Our job is to get a customer's call answered as quickly as possible, by the most appropriate person, without interrupting anyone who doesn't need to be interrupted. 

We only send calls to 10 people at a time. If you put more than 10 people in any one box, or you select 'Continue calling previously called people', we will attempt to send the call out, but only the first 10 users will receive the call.

Only put more than 10 people in each box if you frequently have many people in each box on a call (or other red/grey presence) at any one time. 


Voicemail is set at the Group level. At the right of the Groups page, you can upload a voicemail message for each group, and you also select the destination email when a message is left. 

For details on uploading custom voicemail, see our article on how to customise recordings

Editing a Group

To edit a Group, click the edit button for the group. Here you can add or remove people from the group, change the voicemail, or adjust the advanced settings (see below). 

Deleting a Group

Prior to deleting a group it is good to ensure there are no rules that rely on the group. To remove a Group, click the edit button for the group and select Delete This Group. Note this doesn't delete the people in the Group. 

                            Setup Step 5: Call routing                        


Check out this article for a full breakdown on Group reports.