Use Internal Chat for Private Team Messages

Not every team conversation is about a specific customer thread. Internal Chat gives you a separate, private messaging space to talk with teammates directly, without needing a customer conversation as the starting point.

How it's different from internal comments

Internal comments (covered in "Add Internal Comments and Mention Teammates") are notes attached to an existing customer conversation — private annotations inside that specific thread. Internal Chat is different: it's its own standalone conversation between team members, not tied to any particular customer thread at all.

What you can do

• Start a private thread with one or more teammates.
• Send text messages, emojis, and file attachments.
• Search past internal chats by subject, participant name, or last message.
• Control notifications, either per message or for the whole chat.

Privacy

Only the people added to an internal chat can see it — it's completely separate from anything a contact could ever view, and it stays inside the platform rather than requiring a separate messaging app.

Why use it

Whether it's coordinating who's following up with a difficult client, asking a quick question about a policy, or just general team chatter, Internal Chat keeps that communication in the same place you're already managing customer conversations — no need to switch to email or a separate chat tool.