Live Chat: Basics

What is Live Chat?

The integrated Live Chat feature lets Internal Users (not Freelancers) exchange real-time messages with CRM Contacts and Companies through individual conversations. Internal Users can also message each other one-on-one or participate in group Channels.

TIP: Freelancers are limited to chatting with Internal Users only.

How to enable Live Chat

Open the Chat panel by selecting the Chat icon in the upper right area of your screen.

Select the Gear icon to open Settings & Tools.

Chat Tools let you configure both your CRM Chat and remote Chat setups.

CRM Chat Settings give you control over when to activate or deactivate CRM Chat, tailoring the experience to your organization’s needs.

Using the CRM Chat settings, you can control whether CRM Targets are permitted to begin new chat sessions.

How do I use Live Chat?

Access the Chat panel from anywhere in Unificus using the Chat icon located in the upper right corner.

Three tabs are available: DMs, Channels, and @Mentions. Select either DMs or Channels to view your ongoing discussions. Choose a conversation to open the chat window and compose your message.

When someone is composing a message, a typing indicator appears above the text input field in real-time. A dot animation also displays above their avatar in the panel.

Two icons appear at the bottom of the chat window for extra features.

Select the Emoji icon to pick from available Emojis to include in your message.

Select the Canned Reply icon to view pre-written Canned responses.

When viewing a Channel, the Channel Owner can click the Gear Icon to Manage Channel Members.

From this menu, click the Crown icon to transfer Channel ownership to another Member, or use the Manage Channel Members button to add or remove Members.

How do I initiate a one-on-one chat?

Your current one-on-one conversations display under the DMs tab. Select any message to open the chat sidebar. To begin a new Direct Chat, select the + icon.

A directory appears showing Staff, CRM Companies, and CRM Contacts. Select the person you wish to message. They will be added to your DMs list and a chat window will open.

How do I use Channels?

Beyond individual chats, you can establish group Channels to include multiple Internal Users in one conversation. To create a Channel, open the Channels Tab and select the + icon.

A form appears where you can enter a Channel name. You have the option to Make the Channel Private to restrict visibility to invited Members only. When ready, click the Create button to launch the channel.

As the Channel Owner, you can click the Gear Icon in the Chat window to invite additional Users, then type your message.

What is @Mentions?

Reference someone in Chat by clicking @ to display a list of users, then select the desired name. Whenever someone mentions you, those conversations appear in the @Mentions tab for quick reference.