Groups is a very useful feature because you can easily give certain agents different permissions depending on what their responsibilities are and what they should see in ImBox. 

You assign an agent to a group in the Admin (enter https://admin.imbox.io/ in your browser) under Agents, by clicking on the desired agent's name under the groups heading, and your group options will appear on a list.

The benefits of groups:

• Tickets Filter - Connect a group to a filter so that the agents only see the emails they should work with. Not sure how to set up filters, click on the question How does the Filters feature in Tickets work?
• Labels - When you create labels, they can be assigned to a group that everyone in the group can access. Read also How do I create/delete labels?
• Ticket templates - Ticket templates can be shared with all agents in a given group, see also How do I create a new ticket template?
• Rapid responses - Share a rapid response globally or collectively within a specific group. If you have admin rights, you can create global rapid responses that will be available to all agents or certain groups. To learn how, check out the question How do I add global rapid responses for all agents? and/or How do I create, use, edit and delete rapid responses?
• Transfer Chat - You can forward a chat to a group. Then the client will try to assign the chat to one colleague at a time within the group until someone accepts the chat. If no one accepts the chat, it will be returned to you. Read more about how it works under the question How do I use Transfer chat?
• Prioritisation in Chat - You can prioritise that a certain group takes chats depending on country, time, day etc. and if no agents are active in that group, the chat is passed on to the next group. This is something the team at ImBox can help to setup.