Instant Messaging on a Case

Supported in:

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:

  1. Click chaticon Chat. The Chat side drawer opens.
  2. Enter your message, type the @symbol + the user's name and/or role, attach any files if necessary, and click sendicon Send.
  3. To pin your message to the Case wall, hover over it and click pinicon Pin to Case Wall.