Why share messages to Team Chat?
Sharing messages or conversations bridges the gap between external communication with customers and internal communication with your team.
Instead of discussing sensitive cases with internal notes (which are visible to everyone in the inbox), you can share the content to Team Chat and:
Discuss the case privately in a 1:1 chat or group.
Use threads in Team Chat to structure the discussion.
Quickly jump back to the customer conversation to respond.
Collaborate more effectively with individuals or groups.
Keep customer and team communication connected.
This keeps your workflow in context: you collaborate internally while staying close to the external customer conversation.
Share a message or conversation
Share a message
1. Hover over the message in the Unified Inbox.
2. Click the Share message icon.
3. Choose a teammate (1:1) or a group to share with.
4. Add a note to give context. (Optional)
5. Click Share.
The message appears in Team Chat, where your teammates can reply in a thread.
Share an entire conversation
1. Open a conversation in the Unified Inbox.
2. Click the More (⋯) menu in the chat header.
3. Select Share conversation.
4. Choose a teammate (1:1) or a group to share with.
5. Add a note to give context. (Optional)
6. Click Share.
A link to the entire conversation appears in Team Chat. Clicking it brings you back to the inbox.
Jump back and forth
Every shared message or conversation includes a link.
Clicking it takes you straight back to the original customer conversation in the Unified Inbox.
This ensures you always work in context and never lose track of the customer case.