Internal Chat Working

Last updated: April 8, 2026

This is the most important part for internal communication, coordination, and full visibility across the organization.

Step 1: Access Chat Module

Navigate to the Internal Chat module from the button provided at the bottom right.
This opens the chat interface with user list and conversations.

Step 2: View All Conversations

Admins can view all ongoing chats across the system, including:

Agent-to-Agent chats
Manager-to-Agent chats
Group conversations

Select any conversation
→ Opens chat window with full message history

Step 3: Start New Chat

Click on New Chat / Select User.

Choose:

Individual User (Agent/Manager)
Multiple Users (Group Chat)

Start conversation

Step 4: Send Messages

Type message in chat input box
→ Press Enter / Send

Admins can:

Send text messages
Share important updates
Provide instructions across teams

Step 5: Attach Files & Documents

Click on Attachment icon

Upload:

Documents
Images
Tickets or related files

Step 6: Notifications & Alerts

Receive notifications for:

New messages
Mentions or escalations

Click notification
→ Opens relevant chat instantly

Step 7: Admin Control & Visibility

Admins have:

Full visibility of all chats
Ability to join any conversation
Authority to guide or correct discussions
Control to ensure compliance and clarity

Daily Usage Guide

Monitor all critical conversations regularly
Ensure no query-related communication is missed
Respond quickly to escalations
Maintain smooth coordination across teams

Best Practices

Maintain clear and professional communication
Intervene only when necessary to avoid clutter
Use chat for quick decisions and escalations
Ensure all important instructions are clearly communicated
Keep conversations relevant and actionable