Group Management

Organize users into groups for easier permission management and access control.

What are Groups?

Groups are collections of users that can be assigned permissions together. They enable:

• Bulk permission assignment

• Organizational structure

• Simplified access control

• Team-based resource access

• Scalable user management

Creating Groups

Step-by-Step

1. Navigate to Administration → Groups

2. Click Create New Group

3. Configure group:

   • Name: e.g., "Customer Support Team"

   • Description: "Tier 1 and 2 support agents"

   • Parent Group: (optional, for hierarchy)

   • Auto-Assignment Rules: (optional)

4. Add members

5. Assign agents and data sources

6. Save

Group Configuration

{
  "name": "Engineering Team",
  "description": "All engineers",
  "parentGroup": null,
  "members": [],
  "agents": [],
  "permissions": {
    "canCreateAgents": true,
    "canEditDataSources": true,
    "canViewAnalytics": true
  },
  "autoAssignment": {
    "enabled": true,
    "rule": "user.email endsWith '@engineering.company.com'"
  }
}

Group Hierarchy

Parent-Child Relationships

Company
├─ Sales
│  ├─ Sales Reps
│  └─ Sales Managers
├─ Support
│  ├─ Tier 1 Support
│  ├─ Tier 2 Support
│  └─ Support Managers
└─ Engineering
   ├─ Frontend Team
   └─ Backend Team

Benefits:

• Inherited permissions

• Logical organization

• Easier management

• Scalable structure

Permission Inheritance

Parent Group: "Support"
→ Access: "Basic Support Agent"

Child Group: "Tier 2 Support"
→ Inherits: "Basic Support Agent"
→ Additional: "Advanced Support Agent"

Managing Group Members

Adding Members

Individual:

1. Open group

2. Members tab

3. Click Add Member

4. Search for user

5. Assign role in group (Member/Manager)

6. Save

Bulk:

1. Members tab → Import Members

2. Upload CSV:

Email,GroupRole
[email protected],MEMBER
[email protected],MANAGER

Removing Members

1. Members tab

2. Click X next to member

3. Confirm removal

4. Member loses group-based permissions

Member Roles

Role	Permissions
Member	Use group resources
Manager	Member + add/remove members
Admin	Manager + modify group settings

Assigning Resources to Groups

Assign Agents

1. Open group

2. Agents tab

3. Click Add Agent

4. Select agent(s)

5. Choose permission:

   • View & Use

   • Edit

   • Manage

6. Save

Bulk Assignment:

curl -X POST https://api.twig.so/api/groups/group-123/agents \
  -H "Authorization: Bearer KEY" \
  -d '{
    "agentIds": ["agent-1", "agent-2", "agent-3"],
    "permission": "VIEW_AND_USE"
  }'

Assign Data Sources

Similar process for data sources:

1. Open group

2. Data Sources tab

3. Add data sources

4. Set access level

Auto-Assignment Rules

Rule-Based Assignment

Automatically add users to groups based on attributes:

By Email Domain:

{
  "rule": "user.email endsWith '@support.company.com'",
  "action": "ADD_TO_GROUP",
  "group": "Support Team"
}

By Department:

{
  "rule": "user.department == 'Engineering'",
  "action": "ADD_TO_GROUP",
  "group": "Engineering Team"
}

By Title:

{
  "rule": "user.title contains 'Manager'",
  "action": "ADD_TO_GROUP",
  "group": "Managers"
}

SSO Attribute Mapping

Map SSO groups to Twig groups:

{
  "ssoGroupMapping": [
    {
      "ssoGroup": "Azure-Support-Team",
      "twigGroup": "Support Team",
      "role": "MEMBER"
    },
    {
      "ssoGroup": "Azure-Support-Managers",
      "twigGroup": "Support Managers",
      "role": "MANAGER"
    }
  ]
}

Users automatically added/removed as SSO groups change.

Group Analytics

Usage Metrics

Group: Support Team (45 members)
├─ Queries (30d): 12,450
├─ Avg per Member: 276
├─ Most Used Agent: Support Agent
├─ Accuracy Rate: 89%
└─ Response Time: 1.9s

Performance Comparison

Group	Queries	Accuracy	Satisfaction
Tier 1 Support	8,200	87%	4.3
Tier 2 Support	4,250	92%	4.6

Best Practices

1. Logical Organization

✅ Group by department/team ✅ Use hierarchies for large orgs ✅ Clear, descriptive names ❌ Don't create too many groups

2. Regular Maintenance

✅ Review memberships quarterly ✅ Remove inactive members ✅ Update group purposes ✅ Archive old groups ❌ Don't let groups become stale

3. Permission Alignment

✅ Groups match org structure ✅ Permissions match responsibilities ✅ Regular access reviews ❌ Don't grant excessive permissions

4. Documentation

✅ Document group purposes ✅ Maintain membership lists ✅ Track permission changes ❌ Don't assume everyone knows

Troubleshooting

Group Not Appearing in Agent Assignment

Check:

• Group has at least one member

• Group is active

• You have permission to assign groups

User Not Inheriting Group Permissions

Check:

• User is active member

• Group has resources assigned

• Permissions are correct

• User has logged out/in

Auto-Assignment Not Working

Check:

• Rule syntax is correct

• SSO attributes are mapped

• Sync is enabled

• Check logs for errors

Next Steps

• User Management - Manage individual users

• User Permissions - Understand roles

• Agent Permissions - Control agent access

• SSO Integration - Auto-provisioning