Team collaboration in Client chats

Table of Contents

Involve colleagues to client chats via mentions and internal messages
Send messages on behalf of other team members
Assign chat threads to team members

This article explains how multiple team members can collaborate in client communications through shared chat threads, including using @mentions to invite colleagues, sending internal messages that clients can’t see, and assigning threads to team members for clear accountability. It also covers how to change the sender name when messages are sent automatically through pipeline automation.

Involve colleagues to client chats via mentions and internal messages

If several team members have access to one client account, they can communicate with all active users of that account in the same chat thread. Each person involved in the thread will receive a notification when there’s a new message.

This way, team member can, for example, ask colleague about job status, and client will see both the question and the answer.

If you need another team member to join a conversation related to a client project, you can mention them in a chat thread using the @ symbol. This will notify them via email and Inbox+ (as long as notifications are set in their preferences ), and they can join the conversation.

If needed, the internal message could be sent to the other team member right in the same thread. This way, communication will be in one place but clients will not see it. Such messages are suitable for asking colleagues for advice, discussing sensitive topics like pricing, or strategizing to communicate with clients. Use @mentions in internal messages to ensure your colleagues are notified and can contribute effectively.

Tip

For complex and extensive conversations, such as confirming details before reaching out to a client or discussing non-client-related topics, it’s better to use team chats .

Send messages on behalf of other team members

When a thread is automatically started via pipeline automation , the name of the person who created the chat template appears in the From field. This is the name the recipient will see. However, you can change the name by clicking in the From field and selecting another, whether yours, the firm owner’s or another team member’s.

Assign chat threads to team members

When multiple team members work with the same client account, assigning threads helps clarify who’s handling each conversation. This prevents duplicate responses, ensures accountability, and makes it easy for team members to focus on their assigned communications.

To assign a thread, open it from the Communication tab and select a team member from the Assignee dropdown. The assignee sees the thread in Communications > Assigned to me and receives an Inbox+ notification. Their avatar appears next to the thread so other team members know who’s responsible.