Internal Chat

Internal Chat lets the team communicate inside enrutar without mixing those conversations with customers' WhatsApp Chat. It is available to Enterprise organizations.

2 min read Getting around the app
On this page
  1. Access and conversation list
  2. Private conversations
  3. Channels
  4. Messages, mentions and reactions
  5. Files and voice notes
  6. Notifications

Access and conversation list

Open Chat from the communication menu. The list shows your conversations, last message and unread count. The last message preview shows bold, italic, strikethrough and code with their formatting; links appear as text. You can search by conversation name, participant or recent content; filter private conversations and channels; filter participants by office, field, administration or agent profile; and open chats through the Command Palette.

On mobile, the list appears first. Select a conversation to open it and use the header to return.

Private conversations

Click New chat, choose Private and select a person. Messages arrive in real time and each conversation tracks its own unread count.

Your organization may also enable conversations with agents. Each agent conversation is independent and can have a title to distinguish it.

Channels

Channels are group conversations:

  1. Click New chat and choose Channel.
  2. Enter a name unique within the organization.
  3. Add employees, teams or agents if desired.

Members of an added team participate through that team. The owner can invite or remove members, including agents, and delete the channel; other members can leave. If you add EVA to a channel, she only replies when mentioned. Deleting a channel permanently removes access to its messages.

Messages, mentions and reactions

You can send text, mention channel participants with @, react with emojis, delete your own messages and use day separators in long conversations. Internal links to customers, work orders, appointments and work reports can appear as cards that open the related entity.

Files and voice notes

Attach images, videos, PDFs and audio through the file selector, drag and drop, or the clipboard, with a preview before sending. Use the microphone to record and send a voice note; received audio plays within the conversation.

Notifications

Unread counters update in real time. Under Settings → My account → Notifications → Chat, enable or disable push notifications for New internal chat message.

When a conversation is open and active, enrutar avoids redundant alerts. Otherwise, the notification includes the chat name and a message preview.

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