Team Chat brings your internal team communication directly into Superchat. This means you don’t just manage external customer conversations in one place - you also handle all your internal discussions, collaboration, and updates without switching tools. It keeps everything in context, faster, and easier to manage.
Direct messages
Direct messages (DMs) are private 1:1 chats between you and another teammate. Only the two of you can see the conversation.
Why use Direct Messages?
Share quick updates without distracting a group.
Ask questions privately.
Collaborate one-on-one when group context isn’t needed.
How to start a new Direct Chat:
1. Find existing DMs in the sidebar under Direct messages or click the blue “New message” button, search for the teammate you want to message, and start the chat.
Groups
Groups bring multiple teammates together in one chat. Groups can be either:
Private groups → Only invited members can join.
Public groups → Anyone in the workspace can find and join.
Use groups for team discussions, projects, or company-wide updates.
To learn more about creating, managing, and collaborating in groups, see the article: Working with Groups in Team Chat.
Emoji reactions
Emoji reactions let you respond to a message quickly without sending a new one. You can add one or multiple emojis to any message.
Why use emoji reactions?
Give instant feedback (👍, ✅, 👏).
Show agreement or acknowledgement without extra messages.
Add emotion or personality to discussions.
How to add a reaction:
1. Hover over a message and click the emoji icon.
2. Select one or more emojis to react with.
3. Hover over an existing reaction to see who else reacted.
Thread messages
Threads let you reply directly to a specific message, keeping related discussions organized. Instead of cluttering the main group, all replies stay grouped under the original message.
Why use threads?
Keep conversations focused on one topic.
Reduce noise in busy groups.
Make it easier to catch up later.
How to start a thread
1. Hover over a message and click Reply in thread (chat bubble icon).
2. Or simply click directly on the message to open the thread view.
Share Conversations and Messages from the Unified Inbox
You can share an individual message or entire conversation from the Unified Inbox directly into Team Chat. This bridges external communication with customers and internal collaboration with your team.
It’s powerful because:
You can quickly discuss sensitive customer cases in private, without using internal notes visible to everyone.
Teams stay in context—jumping back and forth between the customer conversation and the related team chat thread is seamless.
It makes collaboration faster and ensures better decisions on how to handle customer requests.
Learn more in the full guide: Share Messages and Conversations from the Unified Inbox to Team Chat