The CRM Chat enables your team to share messages, images, and files right inside your CRM.

It also provides the ability to use group chat rooms and public topics, and you may even chat with other ISOs using the Tech Hub.

By using the CRM Chat your team no longer needs to use a third-party chat solution but instead, the whole team and their conversations can come together in the same place in the CRM.

 

The Chat Window 

To open your chat window, click on the Chat button in the lower-left corner in your CRM:

 

The chat window will open up on the left side as shown in this image:

 

 

On the top of the chat window you'll find options to upload your avatar, create a group chat, create a public topic, enable/disable sound notifications, and hide the chat window:

 

 

Uploading Your Avatar

To upload your avatar, click on the Settings icon in the chat window, click Upload Avatar, select your profile photo, and click Save:

 

 

Starting a Chat With a User

Start a chat with a user by clicking on the user's name in the chat window (if the user is online, a green circle will be shown in their avatar):

 

 

You can search for users in the user search box. The user list will automatically refresh and show the matching results: 

 

Once the chat popup appears on your screen, you can start your chat. If you need to send an image, just copy and paste it into the chat window and hit Enter.

The three buttons in the lower right corner allow you to insert an emoticon, insert a link to the page you're currently on, or upload a file:

 

 

If you need to locate a specific phrase from a previous conversation, click on the search icon in the chat popup, enter your search phrase, and hit Search:

 

 

 

Creating a New Group Chat

To start a new group chat, click on the Create New Group icon, enter the Group's name, select the Group's members and click Create:

 

 

 

Tip: If the user list is too long, use the Search box to filter the user list and find the required users faster.  

The new group will now appear in your chat window and you can click on it in order to start the group chat:

 

 

In the group chat popup you'll find the following group-specific options:

• Add/Remove Users
• Change the Group Name
• Leave the Group Chat
• Delete the Group Chat
• Search the Group Chat
• Start a Call With all Members of the Group (The Dialer must be enabled)

 

 

 

Creating a New Public Topic

The public topics are used to start discussions and share insights with all ISOs who are currently using the  CRM. To create a new Public Topic, click on the Create Public Topic icon, enter the topic's name and click Add:

 

 

The new topic will now appear in your chat window and you can click on it in order to open the topic conversation. Public topics are distinguished from the individual or group chats by the hash character (#) shown right before the topic's name:

 

 

 

The public topic popup provides the options to change the name of the topic or to delete it:

 

 

Note that you can also post messages in a public topic right from your private chat window. To do so, enter the hash symbol (#) in your private chat window and start typing the name of the public topic.

After you've entered a few letters the window will automatically show the matching topics which you can then select:

 

 

After you send your public topic message it will appear both in the private chat window and the public topic: 

 

 

Enable/Disable Notifications and Hide Chat Window

To enable or disable the chat sound notifications simply toggle the sound icon:

 

 

To hide the chat window click on the Hide Chat icon:

 

 

Alternatively, you can also click on the collapse icon to collapse the chat window:

 

 

Enable Chat Desktop Notifications

The incoming chat notifications can show up on your desktop even when you’re working in a different browser tab that doesn't have the CRM loaded. 

In order to enable the desktop notifications in Chrome, click on the Secure icon just to the left of the address bar and enable the Notifications setting:

 

 

Once you’ve saved your setting you will need to reload your page once in order for the setting to kick in:

 

 

Your incoming CRM live chat notifications will now appear in the lower right corner of your desktop whenever you switch over to a different browser tab:

 

 

The procedure for enabling desktop notifications in other browsers is similar to the one described above for Chrome. 

 

Enabling the Chat Feature

To enable the chat feature for a specific user class, go to Manage > Administration > Users & Groups > User Classes. 

On the User Classes page click on the permissions button for the user class you wish to edit (e.g. the Sales Rep user class):

 

 

Expand the Communications accordion, check the Enable Internal Chat checkbox, and click on the Save button at the bottom of the features table:

 

 

 

You can also add rules to enable or disable chat between specific users, user classes, or groups, as well as moderate your chat rooms. 

For more info please see our articles on Chat Permissions and Chat Moderation.