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Conversations

How to chat privately with your team using internal chat

In Conversations, click New › Internal Chat, pick your teammates and click Start Chat. The thread lives under My Inbox › Internal Chat, visible only to participants, and supports text, emojis and attachments.

Updated on

Before you start

  • You need access to Conversations.
  • Participants must be users in your account.
  • If you don't see the internal chat option, you may need to turn it on under Settings › Labs.
Where to find it

Conversations › New › Internal Chat

Step by step

Start an internal chat

  1. Open Conversations and click New.
  2. Choose Internal Chat.
  3. Select the teammates you want in the thread and click Start Chat.
  4. Type your message. You can send text, emojis and attachments.
  5. To give the chat a subject, click the edit icon at the top of the thread. With a subject set, you can later find the chat by searching the subject, participant names or the last message.

Add people to an existing chat

  1. Open the internal chat.
  2. In the right panel, click Add Users.
  3. Select the teammates and click Next.
  4. Choose whether they should see the earlier chat history.
  5. Click Confirm. Note: once added, participants can't be removed.

Get alerts for internal chat

  1. Open Settings › My Profile › Notifications.
  2. Choose whether you want alerts for every message in chats you're part of, or only when you're added to a new chat.

Tips

  • Internal chats live under My Inbox › Internal Chat, separate from customer conversations.
  • For a note about a specific customer, use an Internal Comment inside that customer's conversation instead, so the context stays where it belongs.
  • Since participants can't be removed, start a new chat whenever the group changes.

Common problems

  • I can't find Internal Chat under New → Turn it on under Settings › Labs or ask your account admin.
  • I can't add someone to the chat → Only users in your account can take part. Invite them first under Settings › My Staff.
  • A teammate can't see the chat → Only people who were added can see the thread. Add them from the right panel.
  • I'm not getting internal chat notifications → Turn them on under Settings › My Profile › Notifications.

Frequently asked questions

Can customers see internal chat?

No. Internal chat is only between users in your account and isn't tied to any contact.

Can I remove someone from an internal chat?

No. Once the addition is confirmed, the participant stays in the chat. Start a new chat without that person.

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