Chat

Coming soon. This isn't available to customers yet.

Talk with your team, agents and guests in one place.

What you can do

Chat is coming soon. When it opens, you'll be able to:

• Start a conversation, message a teammate, or open a channel for a topic that the whole team can read or only its members.
• Bring in a conversation from email, text or another chat.
• Write with bold, italics, lists, links and emoji.
• React to a message with an emoji, and see who else did. Messages brought in from email or text take no reactions, since the sender would never see them.
• Attach files from Drive or your computer, pin a conversation to the top of your own list, and choose whether you hear about everything, only mentions, or nothing for a while.
• Invite a guest without an account into one conversation, to read only or to reply.
• Post updates from a connected app in a conversation, one by one, grouped by kind, or as a scheduled summary.
• Have an agent answer in a conversation: every message in a direct conversation, only when it's mentioned or given a task, or when a message matches a rule you write.

How to set it up

Chat is on when your business starts. If it was turned off, this turns it back on; while it's on, Add feature shows no Chat card.

1. Under the last item in your sidebar, press Add item.
2. Press Add feature.
3. In Search, type Chat.
4. On the Chat card, press Turn on.

Chat is on again. If a window called Turn on Chat opens first, read what it says and press Turn on there.

How to start a chat

1. Open Chat in your sidebar.
2. Press Start a conversation, the pen button at the top of your conversations.
3. Choose New chat.
4. Type your message where it says Message Chat…, then press Send or Enter.

Your message shows in the conversation, and the answer appears under it. To write to a person instead, choose Message a teammate in step 3 and pick their name.

What you can add

• Group by event type: Show updates of the same kind together in your conversation.
• Individual feed items: Show each update from your connected apps as its own message.
• Scheduled digest: Show updates as a digest, once you set its schedule

Built-in automation

• Chat: Post app updates and digests in conversations, and pass matching messages to the agents you choose.

Limits

• Chat shows Soon in the sidebar and can't be opened yet. The Assistant lives in Chat, so it isn't available yet either.
• A conversation holds up to 50 people and agents. A message is up to 8,000 characters with up to 10 attachments.
• Guests see only new messages: never earlier messages, internal notes, other conversations or your business's data.
• Sharing messages to another channel sends their text only, never their attachments.