Instant messaging on a case

The case chat feature provides a convenient way for team members and collaborators to communicate using instant messaging within a case. You can chat with anyone who has permission to access the case.

You can mention a specific user or role in the chat message. The user or role receives case mentions through push email notifications. If you mention a specific SOC role, all users in that role receive a chat mention.

You can also pin important chat messages in the chat side drawer, making them visible on the Case Wall.

To chat with other members within a case:

1. Click Chat. The chat side drawer opens.
2. Enter your message, type alternate_email alternate_email and the user's name or role, attach any files you want, and click Send.
3. To pin your message to the Case Wall, hold the pointer over the message and click Pin to Case Wall.