Team chat: talk to your colleagues
The Team page is an internal chat: one room for everyone who works the inbox, and a private thread with each colleague. Customers never see it.
Team chat (/app/team), in the Engage group of the full menu next to the Inbox (under More in the simple menu), is a chat for your team only. Use it for questions about nobody in particular ("who has the new price list?"), 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
- Open Team chat from the sidebar.
- On the left, pick Everyone (the room) or a colleague's name. Colleagues are listed even if you have never written to them.
- Type in Write to the team… and click Send. Your message appears in the thread at once, also the first time you write to a colleague. If the message does not go, Not sent - try again. appears above the box with Retry; your text stays in the box, so click Retry (or Send) to send it again.
- A thread shows its latest 50 messages. To read older ones, scroll to the top and click Load earlier messages; each click adds the 50 before, and the page stays where you were reading. The button goes away when you reach the first message.
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. Clicking it opens that thread: "(name) messaged you" opens your conversation with them, so a reply stays between the two of you; "(name) · Team" opens Everyone. On the Notifications page these are under Team.
- A thread is marked read while it is open on your screen. The page refreshes by itself about every 10 seconds while you are on it; in a browser tab you are not looking at, it waits, and catches up as soon as you come back (so messages are not marked read while nobody sees them). A message from the last 24 hours shows how long ago it was sent ("now", "5m", "3h"); an older one shows the day and time ("Thu 4:12 PM"), and one older than a week the date and time. Point at it for the full date and time. If the conversations or a thread's messages cannot be loaded, the page says "We couldn't load this page" with Try again instead of an empty thread.
Good to know
- A message can be up to 4000 characters.
- Team chat is per workspace. With no active workspace the page says so, with a button to pick one.
- Team messages are never sent to customers and do not appear in the Inbox.