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Chat with your team

Team chat lets your team send direct messages and talk in named spaces. It is in the Inbox. Team chat never sends a message to a customer.

Team chat is on for every workspace by default, on every plan. Every member who can reply to customers can use it. There is no setting in the app to turn team chat on or off. If you do not see Team in the Inbox, contact support at support@useline.io.

Open team chat

  1. Open Inbox.
  2. At the top of the sub-menu, select Team. Select Customers to go back to customer conversations.

The Team sub-menu shows:

  • Mentions — messages in which a teammate mentioned you.
  • Spaces — the spaces that you joined.
  • Direct messages — your conversations with one or more teammates.
  • Browse spaces — public spaces that you can join.
  • Archived — spaces that are archived.

Each workspace has a general space.

Start a direct message or a space

  1. In team chat, select New chat in the header bar.
  2. Select a tab:
    • Message — for a direct message. In To, find and select one or more teammates.
    • Space — for a named space. Type a Name. Select Private space if only invited people can see it. Then add people.
  3. Select Create.

A group message can have up to 20 people, you included. To change the people in a group message, start a new group.

Send and reply

  • Type a message and send it. Type @ to mention a teammate.
  • Reply in a thread to keep a topic together.
  • React to a message, pin it, or save it. Your saved messages are private. Select Saved messages in the header bar to see them.
  • Select Search team chat to search messages.
  • You can edit or delete your own messages.

Share a customer conversation

You can post a customer conversation as a card in team chat. The card shows the contact, channel, status and last message.

From the Inbox:

  1. Open the customer conversation.
  2. Select the actions menu (three dots) in the thread header.
  3. Select one option:
    • Ask a teammate — sends the card to a teammate in a direct message.
    • Hand off to a teammate — asks a teammate to take the conversation.
    • Share to team chat — posts the card in a space or a direct message.

From team chat, select Share conversation in the composer. In a direct message with one person, the button reads Hand over.

Hand over a conversation

When you hand over a conversation, your teammate sees Take it and Not now.

  • Take it assigns the conversation to them.
  • Not now keeps the conversation where it was.

Only the person asked can answer.

Common problems

You cannot see a private space. Only members of a private space can read it. An Admin role does not give access to a private space. Ask a member of the space to add you.

You do not get alerts. Desktop alerts need permission in your browser. Check your notification settings and the alert setting of the space.