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.

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. Internal chats do not count as customer interactions and do not require a disposition to be closed.

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.

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

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.
• Send voice messages.

Campaign chats do not support sending file attachments. If you need to share a file with a specific agent, use a direct agent-to-agent chat.

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