Using Internal Chat for Private Team Communication

Overview

Internal Chat provides a private messaging system for team members within your CRM's Conversations module. This feature enables secure communication between sub-account users, keeping internal discussions separate from customer conversations. Unlike regular contact chats, internal conversations are visible only to the participants you specifically add, ensuring complete privacy for your team collaborations.

Accessing the Internal Chat Feature

Once Internal Chat is enabled in your account settings, you'll see a new panel on the left side of the Conversations interface. This panel contains two main inboxes for organizing your communications:

Team Inbox

The Team Inbox displays conversations based on your access level within the sub-account. Users with "Only Assigned Data" permissions will see conversations where they are either the contact owner or a follower. Users with "All Access" permissions (typically administrators) can view all conversations in the sub-account.

My Inbox

My Inbox is your personal workspace containing two key folders:

• Assigned to Me: Shows all conversations where you are the contact owner
• Internal Chat: Displays private conversation threads where you are an active participant

Starting a New Internal Chat

To begin a private team conversation:

1. Navigate to the Conversations module and click the "New" button
2. Select the "Internal Chat" option
3. Choose the team members you want to include in the conversation
4. Click "Start Chat" to begin

Within internal chats, you can send text messages, emojis, and file attachments. To help organize your discussions, you can add a subject by clicking the edit icon in the top center panel. Once a subject is set, you can search for internal chats by subject, participant names, or recent message content.

Managing Existing Internal Chats

Adding Users to a Chat

To include additional team members in an ongoing internal conversation:

1. Open the internal chat you want to modify
2. Click "Add Users" in the right panel
3. Select the team members you wish to add
4. Choose whether they should have access to the previous chat history
5. Click "Confirm" to complete the addition

Note: Once users are added to an internal chat, they cannot be removed from the conversation.

Notification Settings

To manage how you're notified about internal chats:

1. Go to Settings > My Profile > Notifications
2. Configure your preferences for internal chat notifications
3. Choose between receiving notifications for every message or only when added to new chats

Access and Permissions

Creating Chats: Any user with access to the Conversations module can create internal chats. Agency administrators and users can create internal chats even if they're not part of a specific sub-account.

Participant Access: Only sub-account users can be added to internal chats. Conversations are visible exclusively to participants who have been explicitly added to the chat.

Benefits of Using Internal Chat

• Centralized Communication: Keep all team discussions within your CRM, eliminating the need for external messaging apps
• Streamlined Collaboration: Communicate instantly without leaving the Conversations module
• Context Preservation: Maintain full context when discussing leads, deals, or support cases
• Efficient Teamwork: Share updates and strategize within the same platform where customer interactions occur
• Timely Notifications: Stay informed about important team updates while managing customer conversations

Important Notes

Internal Chat is a native feature included with your CRM platform at no additional cost. When using the "Login As" feature to access another user's account, you will not be able to view their internal chats, ensuring these conversations remain private.