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Internal Chat overview

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

Internal Chat is your own team's conversation space inside ConversaLabs — a team chat (Slack/Teams style) that lives next to support but is completely separate from conversations with customers. It doesn't create tickets and never enters SLA, CSAT or support reports: it's internal, private communication between the agents in your account.

With it, the team aligns day-to-day work, asks quick questions and shares context (a conversation, a contact, a deal) without switching tools. Internal Chat offers three ways to talk:

  • Channels — rooms by topic, team or project (public or private).
  • Direct messages — private 1-to-1 messages with another agent.
  • Announcements — broadcast channels where only authorized people post and everyone else reads.

Prerequisites

  • The Internal Chat module enabled for your account (optional feature — if it doesn't appear in the sidebar, ask an administrator to turn it on).
  • An active user (agent) in the account. Internal Chat is for the team only — contacts and customers never take part.
  • To manage a channel's members and roles, be a channel owner/admin or an account administrator.

Step by step

  1. Open Internal Chat from the left sidebar.
  2. See the list of channels and direct messages on the left, and select one to open the conversation.
  3. Type in the message field at the bottom and send (the send key follows your profile preference — Enter or Ctrl/⌘ + Enter).
  4. Use @ to mention a teammate and get their attention.
  5. Attach files, record audio or react with an emoji, just like in a normal conversation.
  6. To start a new topic, create a channel or open a direct message with another agent.

Settings & options

  • Per-channel notifications: each member chooses to receive everything, mentions only or nothing, and can mute a channel.
  • Notification preferences: the Internal Chat types (mention, direct message and announcement) appear on your preferences page and can be enabled for the bell and email.
  • Channel avatar: set an image or an icon with a color to identify the channel at a glance.
  • Personal note: write a note visible only to you inside a channel, handy for reminders.
  • Members and roles: owner, admin and member, with permission to add/remove and promote/demote.

Use cases

  • Coordinate the support team in real time without an external tool.
  • Ask a teammate for help on a customer and share the conversation as a card.
  • Post operational notices in an Announcements channel everyone reads.
  • Align sales: discuss a CRM deal or a charge right in the team chat.

Tips, limits & best practices

  • Internal Chat is separate from Conversations: messages here never reach the customer.
  • Use private channels for sensitive topics and Announcements for official notices.
  • Tune each channel's notification level so you aren't distracted by everything.
  • Keep channels organized by topic/team so search and history stay useful.

Troubleshooting

  • I don't see Internal Chat: the module may be disabled for the account or your role — talk to an administrator.
  • I can't add/remove members: this action requires being a channel owner/admin or an account administrator.
  • I'm not getting notifications: check the channel's notification level, whether it's muted, and your bell/email preferences.

See also