What is the difference between an Entity and a Group in Heedify?

An Entity is the top-level organizational unit that owns agents, queues, flows and analytics. A Group is a sub-unit within an Entity that gathers agents under one or more supervisors for live supervision in the realtime dashboard.

Do I need Groups if I only have one team of agents?

No. Groups are optional and only required when you want supervisor-scoped views in the Realtime Dashboard and analytics. A small Entity can run perfectly with no Groups.

Can resources move between Entities?

No, resources are owned by exactly one Entity. To move an agent, queue or flow to another Entity you must recreate it in the target Entity.

Entities & Groups

Entities and Groups in Heedify are the two organizational layers of the platform, integrated with Microsoft 365 sign-in for role-based access. An Entity owns all resources (agents, queues, flows, analytics, permissions); a Group gathers agents under supervisors within an Entity.

An entity is an organization (or organizational unit) that owns agents, queues, flows and analytics.
A group gathers agents within an entity — typically for supervision.

In this section

Entities
Groups