Team chat
Team Chat is an internal chat for your staff. Use it to ask a colleague about a customer, hand over a chat or lead, or talk with your whole team. Customers never see it.
Before you start
- Team Chat is available on selected plans. If you don't see Team Chat in your sidebar, contact support.
- Your admin can show or hide Team Chat for the whole business with the Team Chat setting in Business Config.
- You need permission to use Team Chat. Creating chat groups and viewing insights need their own permissions. See Roles & permissions.
WARNING
Team Chat messages are deleted automatically after 30 days. Don't use it to store anything you need to keep.
Open Team Chat
You can open it in two ways:
- In the sidebar, under Customers, click Team Chat for the full page.
- In Chatting, click the Team Chat icon at the top of the chat list. Team Chat opens in a side panel, so you can keep your customer chat open. Click Open full page to switch to the full page.
A badge shows how many unread team messages you have.
Start a chat with a teammate
- Click New chat.
- Search for a teammate under Search teammates and click their name.
- Type your message and press Enter.
Create a group
- Click New chat, then New group.
- Enter a Group name, for example "Sales team".
- Pick the members.
- Click Create group.
You need permission to create chat groups. Whoever creates a group is its Owner and can make other members Admin.
Groups that come from Management
Groups you set up in Groups also get a team chat automatically. These show a Managed badge. Their name and members follow the Groups page, and team leaders are admins in the chat. To change members, click Manage in Groups. To leave one, ask an admin to remove you there.
Manage a group
Open the group and click Details (or the group name) to see Group info. Owners and admins can:
- Rename the group.
- Add members, or remove them.
- Make admin or Remove admin.
- Turn on Announcement channel, so only owners and admins can send messages. Good for team-wide news.
Anyone can Leave group (except in managed groups).
Find a conversation
Use Search conversations at the top of the list. Results show matching Chats and Messages across all your team chats.
Use the filters to narrow the list: All, Unread, Direct, Chat groups, Managed, and Archived.
To search inside one conversation, open it and click Search in conversation.
Organize your conversations
Open a conversation's Chat options menu in the list to:
| Option | What it does |
|---|---|
| Mark as read | Clears the unread badge. |
| Pin to top / Unpin | Keeps the conversation at the top. |
| Mute / Unmute | Stops notifications For 8 hours, For 1 week, or Until I turn it back on. |
| Archive / Unarchive | Hides the conversation from your list. |
Send messages
Type in Type a message and press Enter. Shift + Enter adds a new line. A message can be up to 5,000 characters.
You can also:
- Attach files: up to 10 files at once, each up to 25 MB. Photos, videos, audio, PDF, Office files, CSV, TXT and ZIP/RAR/7Z archives work. You can also drag files in or paste them.
- Record a voice note: up to 5 minutes.
- Add an Emoji.
- Mention someone (in groups): type @ and pick a teammate. The conversation shows an @ badge in their list so they know You were mentioned.
- Create a Poll: enter a Question, at least 2 Options, and choose Allow multiple answers if you want. Click Send poll. The person who sent it, or a group admin, can Close poll.
Act on a message
Hover over a message to Reply, React, or open More for Copy, Forward and Pin. On your own messages you can also Edit and Delete. Edited messages show edited. Deleted messages are removed for everyone.
Pinned messages show at the top of the conversation. Click them to jump to the message.
Who read your message
| Icon | Meaning |
|---|---|
| Clock | Sending… |
| One tick | Sent |
| Two ticks | Read (in a group: Read by some or Read by everyone) |
| Red mark | Not sent |
Click the ticks to see Read by.
Share a customer chat, lead or ticket
You can drop a customer chat, a message, a lead or a support ticket into Team Chat so a colleague can pick it up.
- In Chatting, open ⋮ (more options) at the top of the chat and click Share to Team Chat. To share one message, open that message's options and click Share to Team Chat.
- Pick the team conversation to send it to.
- Add a note if you like, then send.
The shared card shows who it's assigned to. Teammates with access can:
- Click Open chat to jump to the conversation.
- Click Assign to me to take it. If someone else has it, Midlr asks Take over first.
- Use Assign to to give it to someone in the group.
- For a lead, change its Stage. For a ticket, change its Status.
Teammates who don't have access to that customer see You don't have access to this chat.
Call your teammates
Team Chat has free internal voice calls between staff, in your browser.
- Call one person: open your chat with them and click Call.
- Call a whole group: open the group and click Call everyone.
- Start a call room: click New call room, give it a Room name (optional), invite teammates and click Start call.
A call can have up to 8 people. During a call you can Mute, Invite teammates, change your Microphone and Speaker in Audio settings, Leave call, or End for all.
Your browser asks for microphone access the first time.
TIP
These are internal calls between staff. To call customers on WhatsApp, see Calls.
Set your status
Click Set a status at the bottom of the conversation list to tell your team what you're doing. Pick a preset like In a meeting, On a break or On vacation, or write your own. Choose when it should clear under Clear after.
See Team Chat insights
If you have permission, click Insights at the top of the list. You see messages per day, active people and conversations, files shared, mentions, and Typical reply time for each person over the date range you pick.