To receive the benefits of social living, individuals must make effective group decisions that enable them to achieve behavioural coordination and maintain cohesion. However, heterogeneity in the physical and social environments surrounding group decision-making contexts can increase the level of difficulty social organisms face in making decisions. Groups that live in variable physical environments (high ecological heterogeneity) can experience barriers to information transfer and increased levels of ecological uncertainty. In addition, in groups with large phenotypic variation (high individual heterogeneity), individuals can have substantial conflicts of interest regarding the timing and nature of activities, making it difficult for them to coordinate their behaviours or reach a consensus. In such cases, active communication can increase individuals' abilities to achieve coordination, such as by facilitating the transfer and aggregation of information about the environment or individual behavioural preferences. Here, we review the role of communication in vertebrate group decision-making and its relationship to heterogeneity in the ecological and social environment surrounding group decision-making contexts. We propose that complex communication has evolved to facilitate decision-making in specific socio-ecological contexts, and we provide a framework for studying this topic and testing related hypotheses as part of future research in this area. This article is part of the theme issue 'The power of sound: unravelling how acoustic communication shapes group dynamics'.