With this functionality, enabled users can request support or communicate with each other without interrupting their customer conversations.
Internal Chat works independently from customer support conversations, so it does not occupy or consume the concurrent conversation capacity assigned to the Agent.
This feature is available through an independent widget within the platform, from which you can:- View the available users in the instance.
- Search for a specific user.
- View their connection status.
- Start individual conversations.
- Maintain multiple 1:1 conversations simultaneously.
- View unread messages for each conversation.
- Continue assisting customers while using Internal Chat.
Keep in mind:- Conversations are 1:1, meaning they take place between two users.
- Content is limited to text messages; emojis, images, attachments, and rich text formatting are not supported.
- Each conversation is available for 30 days from its creation. When you open a conversation, you can view the messages available within this period.
Note: There are currently no Internal Chat reports or dashboards available directly in the platform. If you need an audit of the conversations, you can request it through Support.
How to enable Internal Chat?Access to Internal Chat is configured at two levels:
- Instance level: A user with an Administrator profile must enable the functionality for the entire instance from Settings > General.
- User level: Each user must have Internal Chat enabled individually. From the Users section, you must enable the Internal Chat switch when editing the user's profile.
Important:- Both configurations are required for a user to use the functionality.
- Once enabled, the functionality will be available for individual configuration for users.
- If the general switch is disabled, Internal Chat will not be available to any user in the instance, even if their individual switch was previously enabled. Additionally, the individual Internal Chat switch will not be displayed.
- By default, Internal Chat is disabled for both new and existing users, so it must be enabled individually.
Who can use Internal Chat?Access to Internal Chat depends on the permissions model configured in the instance:
1) Traditional Live Model: Users with the Agent or Supervisor profile can access Internal Chat.
The Administrator manages the general and individual Internal Chat configuration but does not have access to the widget under this model.2) Roles and Permissions Model: When this functionality is active, access is controlled through the "View Internal Chat Widget" permission.
This permission can be assigned to different roles from the Roles and Permissions module. By default, it is enabled for the Agent and Supervisor roles. Important: Whether two Agents can communicate with each other depends on the permissions policy configured in the instance. If restrictions are required, you can request that communication be enabled only between Agent ↔ Supervisor and disabled between Agent ↔ Agent. See how to use Internal Chat in the tour below: