Stay Connected with Team Chat

Why Team Chat Exists

Customer support teams need to communicate constantly. Whether it's asking a colleague how to handle a tricky situation, sharing an update about a product issue, or simply staying in sync during a busy shift—quick internal communication makes everything smoother.

Accessing Team Chat

Team Chat lives in its own section of Converge, easily accessible from the sidebar.

1. 1
   Find the Team icon in the sidebar

   Look for the Users icon (two people) in your sidebar navigation.

2. 2
   Click to open Team Chat

   The chat interface opens, showing the conversation history and the message input at the bottom.

3. 3
   Toggle the team member list

   Click the Users icon in the header to show or hide the list of team members and their online status.

Sending Messages

Team Chat works just like any modern messaging app. Type your message, hit Enter, and it's instantly delivered to 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 is instantly sent to everyone. Use Shift+Enter if you need to add a new line without sending.

Formatting your messages

Make your messages clearer with basic formatting. Use the toolbar above the input or keyboard shortcuts:

Adding emojis

Click the emoji button in the toolbar to open the emoji picker. Browse categories or search for the perfect reaction.

Real-time typing indicators

When a teammate is typing, you'll see their name appear below the message list. This helps you know someone is about to respond, so you don't accidentally talk over each other.

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

When you attach a file, you can type a message to go along with it. This is great for providing context: "Here's the error the customer is seeing" or "Product documentation for reference."

How do I translate a teammate's message?

When a teammate writes in a language different from yours, a translate button appears next to their message. One click and the translation shows inline, with the original text preserved above it. The translation 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, and in-thread translation keeps the conversation moving without anyone leaving Converge to paste text into a separate tool.

How it works

1. 1
   Hover a message in a different language

   The translate button appears only on other people's messages and only when the sender's language differs from yours. Your own messages do not need translating.

2. 2
   Click translate

   The translated text appears below the original. Both stay visible so you can compare. The translation is cached on the message and shared with every teammate, so nobody has to re-translate the same thing.

3. 3
   Pick a different target language

   Use the language dropdown on a translated message to swap targets. Up to 3 translations are cached per message.

Your target language is chosen automatically based on your profile preference, your locale, or the company default — in that order. You can change it on your profile page.

Team Presence & Status

Knowing who's available makes coordination easier. The team member panel shows everyone on your team along with their current status.

Understanding the member list

1. 1
   Toggle the member panel

   Click the Users icon in the Team Chat header to show or hide the member list.

2. 2
   Check online status

   A green dot means online and active. A gray dot means offline or away.

3. 3
   See roles at a glance

   Each member's position is shown under their name, so you know who to ask about specific areas.

Best Practices & Tips