The internal chat feature enables agents to communicate with their colleagues directly within the application. This chat functionality allows instant text messaging and file sharing. You can open files directly if they are in supported formats or download them regardless of the file type. Conversations are private, visible only to the sender and recipient.
How to Start an Internal Chat
To initiate an internal chat, navigate to the Agents section of the dashboard and locate the colleague you wish to contact. Click on their status indicator, which will be green if they are online or gray if offline, and select the Send Instant Message option, which is represented by a green chat icon under the photo of the given agent in the pop-up window that opens. Messages sent to offline agents are stored and will be shown to them as soon as they log in. Upon logging in, an internal chat window will automatically open, displaying all unread messages along with any attachments, ensuring nothing is missed.
Alternatively, you can start an internal chat directly from any ticket in which the agent you want to reach out participated. In such case, the ID of the ticket is automatically sent to the agent in internal chat after clicking the Send instant message button, providing the recipient with a quick reference about the ticket you want to discuss.
Other Features of Internal Chat
Agents can share tickets by copying and pasting a ticket’s unique ID into the chat, which creates a clickable link for direct access.
The chat supports multiple simultaneous conversations, with windows that can be resized and repositioned for better usability.
The internal chat also supports emojis. Learn more about using emojis here.