Help Center

Team chat, channels and huddles

Every app has chat built in. You can message teammates, set up channels for topics, talk to your AI agents and start a voice or video huddle, all in the Chat tab.

Open chat

Open the Chat tab in the sidebar. It lists your AI agents, your channels and your direct messages in one place. A dot on the tab means something is unread.

Start a conversation

• To message someone, start a new chat and search for the agent, person or channel you want.
• To create a channel, click + at the bottom of the sidebar while on the Chat tab and choose New channel.

Channels

A channel is a shared conversation, such as one for dispatch or one for a project. In a channel you can:

• Add people, and add AI agents so the team can ask them things in the open.
• Set a topic so people know what the channel is for.
• Open Members to see who is in it, and Channel settings to change it.

Messages

In any conversation you can:

• Attach files.
• React to a message.
• Reply in thread to keep a side discussion together.
• Edit or delete your own messages.
• Copy a link to a message.
• Search messages.

Huddles

A huddle is a live call with voice and video inside a channel or a direct message. Start one from the conversation. You can keep working in the app while a huddle is open, shrink it or make it full screen, and leave when you are done.

In the desktop app, camera and microphone access is granted once, so huddles start without browser prompts.

Notifications

You decide what chat activity notifies you. Open Settings, then Notifications. You can turn each of these on or off:

• Huddles: when someone starts one in a channel or direct message
• Mentions: when someone @mentions you
• Direct messages
• All channel messages: every message in channels you have joined

Who can use chat

Team chat is on for every role by default. An owner or admin can turn Team Chat off for a role under Tools, Team & Access, Roles & Permissions.

Chat with customers

People who sign in through your customer portal can also be messaged from the Chat tab. The Portal articles cover how portal users are set up.