Manage your chats

Last updated: June 2, 2026

You can manage all your customer and order-specific communications directly within Installer.com's chat features.

Access your global chats

The Chats section provides a centralized inbox for all your conversations.

  • Click Chats in the sidebar to open your chat inbox.
    • Screenshot of the Chats section, showing chat group items with order name and ID, and updated chevron icons. This screenshot needs to be updated. Each chat group item in the list now clearly displays the associated order's name and ID, making it easier to identify conversations. Chat avatars are now consistently centered, ensuring a polished and professional appearance. The chevron icon next to each chat group has also been updated for improved visual clarity.
  • Use the My chats dropdown to switch between different chat views or accounts.
  • Filter your conversations using the All, Unread, and Flagged tabs.
  • Find specific conversations quickly with the Search chats field.
  • Click the Unread messages are now in order list link to view messages associated with specific orders.

Chat within an order

Communicate directly about a specific order by accessing its dedicated chat.

  1. Click Orders in the sidebar.
  2. Select an order from the list to open its details page.
    • This screenshot displays the "Test Order" detail page within the Installer.co...
  3. Click the Chat tab to view or start conversations related to that order. Clients can also upload files directly within the chat interface. Reply times are now tracked for messages within the chat. Additionally, on mobile devices, you can now drag the chat drawer down to close it.
    • This screenshot shows the detailed view of a specific "Test Order" within the... Please note that client participants in chat conversations will no longer see read receipts for messages. Additionally, the organization that created the order now has write access to the associated chat. Chat participants are now determined based on the current workflow actor for the order. Additionally, chat notifications are now sent from the order operator's sender ID.

AI-powered chat features

To enhance your chat experience, Installer.com now includes AI-powered features:

  • AI Chat Summary: A concise summary of the chat conversation is provided. This summary is truncated by default, and you can click 'Read more' to view the full summary or 'Show less' to collapse it.
  • AI Suggestions and Rewrite Buttons: These buttons offer intelligent suggestions or options to rewrite your messages. They are now styled with a prominent 'brand-blue' color and are responsively hidden on smaller screens to optimize the user interface.

Mark a chat as solved

To indicate that a conversation is complete and no further action is needed, you can mark it as solved. The 'Mark as solved' button appears in the chat header when all participants have read the latest messages in the conversation. Clicking this button will close the chat, remove it from your 'Unread' filter, and move it to a 'Solved' state, helping you keep your chat inbox organized.

Use chat message templates

To streamline your communication, you can use predefined chat message templates.

  1. In the chat input field, click the Templates icon (usually represented by a document or message icon).
  2. A list of available templates will appear. Select the template you wish to use.
  3. The template's content will populate the input field. You can then edit it before sending, if needed.

Adjust message sort order

You can now control the display order of messages in the chat interface. The system now ensures more accurate and reliable message indexing, so messages are always displayed in the correct chronological order, regardless of how you choose to sort them.

  1. In the chat interface, locate the sort order control (usually an icon with arrows or text like "Newest first" / "Oldest first").
  2. Click the control to toggle between ascending (oldest messages first) and descending (newest messages first) order.

Edit chat messages

You can edit a chat message within 5 minutes after sending it.

  1. Hover over the message you wish to edit.
  2. Click the Edit icon (pencil icon) that appears.
  3. Make your changes and press Enter or click outside the message to save. If the editing window has expired, you will see an explanatory text indicating that the message can no longer be edited. A tooltip will also appear, providing further details about the 5-minute editing time limit.

Need help? Contact Installer.com support.