Who This Is For / When to Use
Teams that need private, internal discussions alongside customer conversations
Managers coordinating responses or sharing internal updates
Any user who needs collaboration without exposing messages to contacts
What Is Internal Chat
Internal Chat is a private, real-time messaging space inside the Conversations module. Messages are visible only to selected team members and never appear to contacts.
Internal Chats support:
Text messages
Emojis
File attachments
Participant-based access control
Search by subject, participant, or message text
How to Start an Internal Chat
Open Conversations from the left navigation.
Click Start a New Conversation.
3. Select Message Teammates.
4. Search for and select one or more teammates.
Once participants are selected, click anywhere outside the selection box to proceed.
5. Click Create Internal Chat.
The Internal Chat opens immediately in the Conversations inbox.
Where Internal Chats Appear
Internal Chats appear under Team Inbox → Internal Chat.
They are visually separated from customer conversations and labeled Internal Chat at the top of the thread.
Sending Messages in Internal Chat
Type text directly into the message composer
Add emojis
Upload attachments (files and images are supported)
Messages are delivered in real time to all participants.
Adding or Managing Participants
Edit Participants
Open an Internal Chat.
In the right panel, click Chat Participants (looks like two silhouettes.)
Then click Edit Participants.
Search and select additional teammates.
Click Next.
Chat History Access
When adding a new participant, choose whether to include chat history From the beginning or Don't include history.
Important:
Once chat history is included, it cannot be undone.
Subjects and Organization
Click the pencil icon in the Participants panel to add or edit a subject.
Subjects improve:
Search accuracy
Long-term organization
Team clarity
Searching Internal Chats
You can search Internal Chats by:
Subject
Participant name
Message content
Use the search bar at the top of the Conversations inbox.
Rules and Limitations
Internal Chats are private to team members only
Contacts and customers never see Internal Chat messages
Participants cannot be removed once added
Chat history inclusion is permanent once selected
Common Issues and Fixes
I don’t see Internal Chat
Confirm you are inside Conversations
Check Team Inbox → Internal Chat
I can’t remove a participant
This is expected behavior
Internal Chat participants cannot be removed once added
A new teammate can see old messages
Chat history was enabled when they were added
This cannot be reversed