Internal chats

From the Inbox you can start conversations with other agents and campaigns to coordinate without leaving the system. This is all managed from the Teams tab.

There are two types of internal chat, with important differences between them:

• Agent chat: a private 1-to-1 conversation with another user.
• Campaign chat: a group conversation where all campaign members can write and communicate with each other.

General behavior

These characteristics apply to both agent chats and campaign chats, and set them apart from customer interactions:

• Internal chats appear in your Active tab alongside customer interactions, but are clearly differentiated. You can have multiple internal chats open at the same time while handling customers simultaneously.
• An incoming internal chat (for example, when another agent writes to you) goes straight to your Active tab. Unlike customer interactions, it does not go through Pending and you don't need to "take" it.
• Internal chats do not count as customer interactions and do not require a disposition to be closed.
• They do not support sending quick templates.
• They have no "delivered" or "read" indicator (unlike, for example, WhatsApp): you won't see status ticks either in the Active tab list or in each message bubble.

Internal chat notifications

You will receive a desktop notification only the first time the chat reaches you (when it is assigned to you), and only if you enabled Receive browser notifications in your Preferences and the uContact tab is not visible. New messages within a conversation you already have open do not trigger a desktop notification; they only play the configured sound if the uContact tab is open.

Agent chat

How to chat with another agent?

1. Open the Teams tab in the Inbox.
2. You will see the list of agents along with their current status (available, busy, unavailable, etc.).
3. Click on the agent you want to talk to. The chat will open in the Active tab.

From the agent chat you can:

• Send text messages.
• Send voice messages.
• Send audios, documents, images, and videos.
• Call the agent directly.

Favorites

In the agent list of the Teams tab, you can mark any agent as a favorite by clicking the star icon next to their name. The list shows connected agents first (favorites before the rest), followed by disconnected agents, also with favorites first. In the open chat with that agent, you will also see the star indicating they are marked as a favorite.

Close the chat

To close the chat, click the X in the upper-right corner.

Campaign chat

Unlike the agent chat, the campaign chat is a group chat: all campaign members see and can write in the same conversation.

How to start a conversation with a campaign?

1. Open the Teams tab in the Inbox.
2. You will see the list of campaigns you are a member of.
3. Click on the campaign. The chat will open in the Active tab.

From the campaign chat you can send text messages, voice messages, and also audios, documents, images, and videos — just like in the agent chat.

Group chat specifics

• Each message sent by another member shows their name as a prefix, so you can identify who wrote what in the group conversation.
• The top of the chat (toolbar) shows the number of campaign members and whether the campaign is currently On time or Out of time (within or outside its service hours).

Close the chat

To close the chat, click the X in the upper-right corner.

Did you know...?

When a Supervisor uses the 'Chat' action from a campaign's dashboard, they are actually starting this same 1-to-1 chat feature. You will see it and reply to it the same way, from your Teams → Active tab.