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Team Chat

Overview

Team Chat (/team-chat) is where your team talks to each other. It sits beside the customer inbox but is entirely separate from it: nothing written here is ever visible to a customer, and nothing here is attached to a customer conversation.

Use it for the running commentary a shift needs — who is covering what, a question about a price, a heads-up that a caller is about to be transferred.

Team Chat: internal direct messages and group conversations Team Chat: internal direct messages and group conversations Team Chat: internal direct messages and group conversations.

Direct messages and groups

New chat starts either kind:

  • Direct message — a private one-to-one thread with a colleague. Search for them by name.
  • Group — a named conversation with several people, for a shift, a team or a piece of work.

Groups show their member count in the header, and open into Group settings for managing the conversation.

Managing a group

From Group settings you can:

  • Rename the group. Only the person who created it, plus owners and admins, can do this — everyone else sees the name as read-only.
  • Add members from your team. Anyone already in the group is filtered out of the picker.
  • Remove a member.
  • Leave the group yourself. Leaving stops further messages reaching you and ends your access to the conversation's history, so it is worth being sure.

Messages

Messages can be edited or deleted after sending. An edited message is marked as edited rather than changed silently, and a deleted one leaves a placeholder so a thread does not quietly rearrange itself around a gap.

Team Chat vs the inbox

Team Chat Inbox
Who is in the conversation your colleagues your customers
Where the messages come from inside ConnectGain WhatsApp, Messenger, Instagram, Telegram, TikTok, email
Visible to the customer never yes
Attached to a contact record no yes

If you want to leave a note about a customer that your team can see, that belongs on the conversation or the contact in the inbox — not here.

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