Internal Chat
By Conversa Labs
By Conversa Labs
Channels, direct messages, announcements and sharing entities (conversations, contacts, deals) as cards.
Internal Chat overview
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 - Channels, direct messages and announcements - Share entities as cards
Channels, direct messages and announcements
Overview Internal Chat organizes team communication into three kinds of space, each with its own purpose: - Channels — group conversation rooms by topic, team or project. They can be public (any agent finds and joins) or private (invite only). - Direct messages (DMs) — a private 1-to-1 conversation between two agents. - Announcements — a one-way channel where only authorized people post and the rest of the team just reads. Ideal for notices. Choosing the right space keeps communication clear and history easy to find. Prerequisites - The Internal Chat module enabled for the account. - To create private or announcement channels and manage who takes part, be a channel owner/admin or an account administrator. Step by step Create a channel 1. In Internal Chat, use the create channel option. 2. Give it a name and, if you like, a description. 3. Choose the type: public, private or announcement. 4. Set the avatar (image or icon + color) to identify the channel. 5. Add the first members and finish creating it. Open a direct message 1. Start a new direct conversation and choose the agent. 2. The DM appears in your list and stays private between the two of you. Post in an announcement 1. Open the announcement channel. 2. If you're authorized to post, write and send normally; otherwise the channel is read-only for you. Settings & options - Channel type: public, private or announcement. - Members: add/remove people (channel owner, channel admin or account administrator). - Roles: owner (the creator), admin and member — promote or demote from the members panel. - Avatar and color: the channel's visual identity. - Notification level: per member (everything / mentions only / nothing) and a mute option. Use cases - A public "general" channel for the whole team. - A private "finance" channel for sensitive topics. - A direct message for a quick, personal question with a teammate. - An "announcements" channel for official notices from leadership. Tips, limits & best practices - Use clear, consistent channel names. - Prefer private when the topic shouldn't be seen by the whole account. - In Announcements, keep the list of who can post small to avoid noise. - Set roles carefully: only owners/admins manage members. Troubleshooting - I can't post in an announcement: you're probably not on the list of authors — ask a channel administrator. - I can't find a channel: if it's private, you need to be invited. - I can't promote/demote someone: this action requires a channel owner/admin role (or an account administrator). See also - Internal Chat overview - Share entities as cards
Share entities as cards
Overview Internal Chat lets you share platform items as cards inside a team conversation. Instead of copying and pasting links, you send a rich card — with title, summary and icon — that opens the exact item with one click. It's the fastest way to ask for help or align context: "look at this conversation", "this deal is stuck", "check this charge". You can share 9 item types: - Conversation (support) - Contact - Deal (CRM) - Task - Catalog product - Charge (Payments) - Calendar event - WhatsApp Hub broadcast - Campaign Prerequisites - The Internal Chat module enabled for the account. - Access to the item you want to share and to its module (CRM, Payments, Calendar, etc.). - At least one channel or direct message to send the card to. Step by step 1. Open the item you want to share (a conversation, a contact, a deal, etc.). 2. Use the Share to chat action available on the item's screen. 3. Choose the destination channel or direct message. 4. (Optional) Write a message alongside the card. 5. Send. The card appears in the team conversation. 6. Any member can click the card to open the original item. Settings & options - Destination: any channel (public, private or announcement where you can post) or direct message. - Optional message: add context to the card with text. - Automatic card: the title, summary and icon are built automatically from the item. - One-click open: the card takes you straight to the item (conversation, contact, deal, etc.). Use cases - Ask a teammate to take over a specific conversation. - Discuss a CRM deal before moving it to the next stage. - Validate a charge or a Calendar event with the team. - Share a campaign or a broadcast with whoever will run it. Tips, limits & best practices - Always add a short message explaining why you're sharing it. - Share in private channels when the item is sensitive. - The card points to the item: whoever clicks will see its current state. - Access to the item still depends on each person's permissions in the source module. Troubleshooting - I don't see the "Share to chat" action: confirm the Internal Chat module is enabled for the account. - The card doesn't open the item: the item may have been removed, or you don't have permission to access it in the source module. - I shared in the wrong channel: send it again to the correct channel/direct message. See also - Internal Chat overview - Channels, direct messages and announcements