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Chats is where you and your team message clients in real time. A client conversation starts with one client, the primary client. You can add more people from the client’s side, such as a colleague or a manager, so everyone works in the same thread. Open Chats from the Help Desk section of the left sidebar.

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Client contacts

Open a client conversation and its Details panel. The Client contacts section lists everyone on the client side of the thread:
  • The primary client, marked Primary.
  • Each contact you added, with their email address.
Client contacts section in the Details panel of a chat

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Add contacts

1

Open the dialog

In Client contacts, click Add contact.
2

Find the people to add

Search by name or email. The list shows people from the primary client’s company first, under From and the company name. Other clients of your workspace follow under Other clients. People already on the thread don’t appear.
3

Add them

Select one or more people and click Add.
Add contact dialog with people from the client's company listed first

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Remove a contact

Click the × next to a contact and confirm. The contact loses access to the conversation right away. You can’t remove the primary client.

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Limits

  • A conversation can have up to 20 contacts.
  • A contact must already be a client in the same workspace. To add someone new, first create them as a client in Clients.

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Who can manage contacts

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How contacts take part

  • Email notifications. Every contact gets each new message by email.
  • Reply by email or in the portal. A contact can answer the email or open the chat in their client portal. An email reply appears in the same conversation, posted as that contact.
  • Unknown senders are ignored. Replies from an email address that isn’t on the thread are not posted.
  • Shared unread count. Everyone on the client side of the thread shares one unread count.

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Privacy

  • A client only sees the conversations they’re on. Adding someone to one conversation doesn’t give them access to the client’s other conversations.
  • Clients don’t see each other’s email addresses. In the portal, other contacts appear only by name and avatar.
To see what contacts see in their portal, read Chatting with your agency.