Pre-requisites
Available on web V3, iOS v4.0.3 and above, and Android v4.1.7 and above
Reach out to your Customer Success Manager or write to [email protected] to enable the new Chat.
The sidebar (on web) or Home (on mobile) lists the conversations (DMs, Channels, and Pinned Conversations)
You can filter the conversations in the sidebar or Home by Unreads, Recents, Threads, and Mentions
You can also start a new conversation (DM or Channel) and Search (Messages, Users, and Channels) from here.
DMs and Channels
DMs
DMs are 1:1 conversations. FEs and Team Leads can start DMs only with their team members, while Admins can start a DM with any user.
Note: FEs and TLs can access DMs from Admins once they are initiated by the Admins.
Channels
The General Channel- The #general channel is a default channel created with all the users in the account. This channel cannot be renamed or archived.
Job Channels- These are channels linked to a job. They can be created in a single-click from a job. Users assigned to the job, their TLs and any users configured in settings mentioned below are automatically added as members to the channels.
- Add Job creator to Job Channels?
- Add these users to all Job Channels
Team Leads, Primary Technician, User who created the job (if configured in settings) and any Admins assigned to the job are automatically made Channel Managers of Job Channels.
Note: Any user who has access to the job can view the job channel from the Job details and can send messages but only users who are assigned to the channel can view it in the chat module and receive notifications.
Creating Channels
Channels can be created with one or more members to coordinate on specific projects, topics or operations.
Channel Managers
Channel Managers can add or remove members, make other users channel managers and delete messages in the channel.
For the #general channel, all the admins are automatically made Channel Managers.
Team Leads of assigned technicians, Primary Technician of the job, User who created the job (if configured in settings) and any Admins added to the channel are automatically made Channel Managers of Job Channels.
For all other channels, user who creates the channel is automatically the channel manager.
Admins have channel manager permissions in all channels they are a member of, even if they are not explicitly made a channel manager.
Pinning Conversations
Pinning Conversations allows you to quickly access them from the sidebar and home.
Mute a Conversation
Muting a conversation stops notifications and unread count from the conversation but you can still access the conversation.
Archive a channel
Archiving a channel archives it for everyone. Archived channels can be accessed from search and can also be unarchived. Note that DMs and the #general channel cannot be archived.
Messages
Mentions
Apart from users, you can also mention entities- Jobs, Projects, Customers, Quotes and Invoices. One or more users and entities can be mentioned in a message.
When a user is mentioned, they will be notified. Entity mentions can be clicked to open a detailed view of the entity.
Threads
Threads help maintain context by grouping replies under a specific message. They keep conversations organized and prevent the main chat from becoming cluttered.
Reactions
Reactions help acknowledge messages quickly and reduce unnecessary replies.
Attachments
Users can attach documents and media to messages. All the images and videos sent in a conversation can be accessed from the ‘Photos & Videos’ section of a conversation while other file formats can be accessed from the ‘Files’ section.
Pining a message
Messages can be pinned for quick access in a conversation. Pinned messages can be accessed from the ‘Pinned’ section in a conversation.
Mark as unread
Messages can be marked as unread for review at a later point. Thread replies cannot be marked as unread.
Edit messages
Users can edit the messages they sent in a conversation. Note that Channel Managers cannot edit the messages sent by other members of the channel.
Delete messages
Users can edit messages they sent. Channel Managers can delete messages sent by other members in the channel.
Search
Users can search for Messages, Users and Channels. Search results for messages can be sorted by ‘Created At’ date and can be filtered by sent user and channel.
