The Case Chat is a convenient way for team members and collaborators to instant message in a case. You can chat with anyone who has permissions on a case.
You have the option to mention a specific user/role in the Chat message. The user/role receives case mentions via push/email notifications. If you mention a specific SOC role, all users in that role receive a Chat mention.
You also can pin an important chat message in the Chat side drawer and it will appear on the Case wall.
To chat with other members:
Click Chat. The Chat side drawer opens.
Enter your message, type the @symbol + the user's name and/or role, attach any files if necessary, and click Send.
To pin your message to the Case wall, hover over it and click Pin to Case Wall.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-01-30 UTC."],[],[]]
Chat. The Chat side drawer opens.
Send.
Pin to Case Wall.