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What it is for

It is a chat just for the team, inside the system. Nothing here goes to the customer: the screen says “Only the team sees this. Nothing here goes to the customer.” Use it to coordinate conversations, ask questions and pass along messages.

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Who can do it

Anyone who is part of the organization. Inside a group, only the Group admin or a manager adds or removes people. The roles shown in the list are Owner, Admin, Supervisor and Operator. If the screen shows Not available yet, team chat is still being set up in your account.

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Where to click

In the menu, open Team (address /inbox/equipe). On the left are the conversations, split into GROUPS and DIRECT. On the right, the messages.

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Step by step

1

Start a conversation

Click New chat. Choose New message to talk to one person (Message one person) or New group (Create a group).
2

Create a group

Give the Group name (up to 60 characters, for example “Front desk”), choose the Members with Search person and click Create group.
3

Write

In the Message field for the name you chose, type and click Send. Use the person mention to get someone’s attention.
4

Mention a customer conversation

You can attach the message to a customer conversation (Search conversation by name or phone). Your coworker sees a card with its status: Waiting, In progress or Closed, and the Open button.

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What happens next

  • Each message can be replied to, copied, edited (Edit) or deleted (Delete). A deleted message disappears for everyone and is left as “Message deleted”; an edited message gets the “edited” mark.
  • In a group, use More options to Rename group, see Group members, Mute (or Unmute) and Leave group.
  • Delete group requires typing the group name. The messages are deleted for everyone, the bell notices go away and it is recorded in the audit log. No one is removed from the organization, and the customer conversations mentioned stay in the Inbox.
  • Anyone without access to a mentioned customer conversation sees Conversation from another portfolio.

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Common errors

  • Give the group a name (up to 60 characters). The name is required.
  • Pick at least one person. A group needs members.
  • Couldn’t save. Try again.
  • Couldn’t load the group members. Try opening it again.
  • This team chat no longer exists or you are not part of it.
  • You are no longer part of (group name). Ask someone to add you again.
  • Not sent. Use Try again.

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