Team chat: talk to your colleagues

Team (/app/team), in the Engage group of the sidebar next to the Inbox, is a chat for your team only. Use it for questions about nobody in particular ("who has the Riyadh fares?"), hand-overs and "I am out for an hour". Notes about one customer belong on that customer's conversation in the Inbox instead.

Who is in it

Everyone in the workspace who can read the Inbox, agents included. There is no separate member list: when someone joins or leaves the workspace, they join or leave the team chat.

Step by step

1. Open Team from the sidebar.
2. On the left, pick Everyone (the room) or a colleague's name. Colleagues are listed even if you have never written to them.
3. Type in Write to the team… and click Send.

What each thread is

• Everyone: "Everyone who can read this inbox sees this."
• A colleague's name: "Only the two of you see this."

What happens next

• The people you wrote to get a Team notification in the bell (one per thread, not one per message) and a count of unread messages next to the thread.
• Opening a thread marks it read. The page refreshes by itself about every 10 seconds.

Good to know

• A message can be up to 4000 characters.
• Team chat is per workspace.
• Team messages are never sent to customers and do not appear in the Inbox.

Related

• The inbox
• Roles and permissions