Stay Connected with Team Chat

Why Team Chat Exists

Support work throws up questions that belong to the team, not to a customer: which policy applies, who is covering the afternoon, why a platform is quiet. Team Chat keeps those in the same tab as the inbox.

Accessing Team Chat

Team Chat has its own sidebar entry, next to the customer views.

1. 1
   Find Team Chat in the sidebar

   It sits in the CHAT group under Inbox, Resolved and Leads, marked with a two-person icon.

2. 2
   Click to open it

   The channel opens on the most recent message, with the message box at the bottom. Scroll up to load older history in batches of 50.

3. 3
   Toggle the member list

   The two-person button on the right of the header shows or hides it. It is open by default on a desktop screen; on a phone it slides in from the right.

Sending Messages

Team Chat works like any modern messaging app. Type your message, hit Enter, and it reaches everyone on your team.

Basic messaging

1. 1
   Click the message input

   The input field is at the bottom of the chat. Click to start typing.

2. 2
   Type your message

   Write what you want to share with your team. The input expands as you type longer messages.

3. 3
   Press Enter to send

   Your message reaches everyone immediately. Use Shift+Enter for a new line without sending.

Formatting your messages

The toolbar above the input wraps your selection in Markdown. Bold and italic also have shortcuts:

The toolbar has a fifth, underline button. It inserts __like this__, which Markdown renders as bold rather than underlined, so reach for bold instead.

Adding emojis

The smiley button at the end of the toolbar opens the picker. Browse by category or search, and the emoji drops in at your cursor.

Real-time typing indicators

While a teammate types, a line under the message list reads "Sarah is typing…". Two or more at once collapses to a count, and the line clears itself after three quiet seconds.

Under every message sit two clocks: your own time, and company time when the two differ. On a distributed team that is the difference between "the sync at 2pm" landing and being missed.

Sharing Files & Media

Sometimes a screenshot says it better than words. Team Chat lets you share images, videos, and files directly in the conversation.

Ways to share files

Adding captions to files

Type a message before you send the attachment and it travels with the file as a caption: "here's the error the customer is seeing", "refund policy, page 2".

Where the files end up

Anything shared here is stored in the company file library and counts against the same 10 GB limit as customer attachments, so a habit of dropping screen recordings into Team Chat shows up in your storage bar. Files are fingerprinted on upload, so sending the same one twice does not cost the space twice. The Assets guide covers tagging and cleanup.

How do I translate a teammate's message?

When a teammate writes in a language different from yours, a round translate button sits beside their message. One click and the translation appears under the original, which stays in place. The result is cached on the message and shared with every teammate, so nobody re-translates the same thing.

Distributed support teams often speak different first languages. In-thread translation keeps the channel readable without anyone pasting text into a separate tool.

How it works

1. 1
   Look for the translate button

   It is always visible, no hovering needed, but only on other people's text messages and only when their language differs from yours. Your own messages never show it.

2. 2
   Click it

   The translation appears under the original, separated by a line reading sourcetarget. Both stay visible so you can compare. Everyone else sees the translation appear too, in real time.

3. 3
   Switch between existing translations

   Once teammates have translated one message into two or more languages, the divider turns into a dropdown that switches which of them you read. It picks from what is already cached rather than requesting a new language — the button always translates into your language.

Your target language is resolved from your profile preference, then your interface locale, then the company default. Change it on your profile page. A message holds at most three translations; once yours exists, or the third one is stored, the button disappears from that message.

Team Presence & Status

The member panel lists every employee in the company, online or not, with the role each one holds.

Understanding the member list

1. 1
   Toggle the member panel

   The two-person button on the right of the Team Chat header shows or hides it.

2. 2
   Check online status

   A green dot means the app is open and connected. A gray dot means it is not — a teammate who closed the tab reads gray even mid-shift.

3. 3
   Read the role under each name

   Owner, Admin or Agent. That is a permission level, not a job title: it tells you who can change settings, not who knows the most about billing.

Best Practices & Tips