Overview
Every Internal Chat conversation — a channel, a direct message or an announcement — has its own action menu. It is how you keep your list under control without depending on anyone else: move aside what you are not using, pin what you follow every day, mute what interrupts too much, and mark as unread the message you want to answer later.
The actions fall into two groups, and telling them apart is what matters most:
- Only for you — mark as read/unread, mute, pin and archive. Nobody else notices, and the conversation keeps working normally for the other participants.
- For everyone — channel settings, leave and delete. These change the room for the whole team and are restricted to whoever has permission.
Prerequisites
- The Internal Chat module enabled for the account.
- An active user (agent) in the account.
- For settings and delete: being a channel owner/admin or an account administrator. Every other action is available to any participant.
Step by step
1. Open the action menu
Three ways in, all opening the same menu:
- Hover the conversation in the list and click the ⋮ icon on the right.
- Or right-click anywhere on the conversation row.
- Or, with the conversation open, use the ⋮ in the header, next to the name.
On phones and tablets the ⋮ is always visible on the row, and the menu opens as a panel at the bottom of the screen.
2. Mark as read or unread
- Mark as read shows up when the conversation has new messages: it clears the badge without opening it.
- Mark as unread brings the badge back to a conversation you already read — the way to leave a visual reminder that it still needs an answer.
3. Mute notifications
Choose Mute notifications and then for how long:
| Option | What it does |
|---|---|
| For 8 hours | Pauses the alerts until the end of the working day; comes back on its own. |
| For 1 week | Pauses for seven days; comes back on its own. |
| Only when I'm mentioned | You are only alerted when someone uses @ with your name. |
| Until I turn it back on | No alert at all, not even a mention, until you undo it. |
To undo it, open the menu again and pick Turn notifications back on. A muted conversation shows a crossed-out bell next to its name.
4. Pin to top
Pin to top keeps the conversation at the beginning of your section (Channels, Direct Messages or Announcements), above the rest, no matter when the last message arrived. Pinning does not move the conversation out of its section and changes nothing for the other participants.
5. Archive the conversation (only for you)
Archive conversation takes the row out of your active list and puts it under the Archived filter. Nobody else is affected: the other side keeps seeing it and writing normally.
If a new message arrives, the conversation comes back on its own — unless you also muted it. Archive + mute together is the "I don't want to see this for a while" mode; archiving alone is just "done with it for today".
To bring it back by hand: switch the list filter to Archived, open the conversation menu and choose Move out of the archive.
6. Leave channel
Available on channels and announcements (a direct conversation has no "leave"). You stop receiving its messages and disappear from the member list; to come back you have to join again — in a private channel, someone has to add you. If you are the only owner, transfer ownership before leaving.
7. Delete
Restricted to a channel owner/admin or an account administrator. It deletes the conversation and all of its history for every participant, with no way back. The menu asks for a confirmation first.
Settings & options
- List filter — All chats, Unread and Archived, under the filter icon at the top of the list. The Archived filter shows both the conversations you archived and the channels archived by an administrator.
- Row markers — the pin means a pinned conversation; the crossed-out bell, a muted one.
- Last message preview — each row shows who spoke last and the beginning of the message. Someone else's Private note never shows up in that preview.
- Join channel — on a public channel you are not in yet, the menu offers Join channel instead of the member actions.
Use cases
- A clean inbox: archive the conversations you settled today. The ones that get a new message come back on their own.
- Answer later: read it on your phone but you will answer from the computer? Mark as unread so the thread does not get lost.
- Project in focus: pin this week's project channel to the top of the Channels section.
- Long meeting: mute for 8 hours the busiest channel and get everything back automatically afterwards.
Tips, limits & best practices
- Archiving a conversation ≠ archiving a channel. Archiving from the menu is only for you. Archiving the channel (in the settings, an administrator action) closes the room for everyone and makes it read-only. See the channel management article.
- Muting does not hide: the conversation stays in the list and the unread badge keeps counting; what stops is the alert.
- Prefer archiving over deleting. Archiving is reversible and only affects you; deleting wipes the history for the whole team.
- Leaving a private channel is expensive: without an invite from a member you cannot come back on your own.
Troubleshooting
- The action is still being processed: the controls become temporarily unavailable to prevent duplicate clicks. The menu closes when the change succeeds; if it fails, the menu stays open and shows an alert so you can retry in the same context.
- I don't see the ⋮ icon on the row: on a computer it appears on hover; you can also right-click the row. With the keyboard, use Tab to reach the conversation actions button.
- The conversation I archived came back: that is the expected behaviour when a new message arrives. To keep it archived, mute the conversation as well.
- I can't find an archived conversation: switch the list filter to Archived.
- I don't see the delete option: deleting requires being a channel owner/admin or an account administrator.
- I can't leave a direct message: a direct conversation has no "leave" — archive it instead.