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Manage your chats

Chats carry your conversations with clients and installers about an order. You can work through them all from one inbox, or open the chats on a single order while you work on it.

Open the chat inbox

Click Chats in the sidebar. The item carries a badge with your unread count. On a phone, the bottom bar calls it Messages.

Chats are grouped by the order they belong to, and each group shows that order’s name and ID, so you can tell conversations apart at a glance.

The controls above the list:

Control What it does
My chats / {Organization} chats Switches between the chats you are a member of and every chat in your organization.
All, Unread, Flagged Filters the list. Unread and Flagged show a count.
Search chats Matches the order’s name, ID, description and contact person.

On the Unread tab, a link reads Unread messages are now in order list. It takes you to the order list, filtered to the orders with unread messages.

Chat on an order

  1. Click Orders in the sidebar.
  2. Open the order.
  3. Turn on the Chats chip in the toolbar above the panels.

The chip shows an unread badge when the order has unread messages. On a phone the panel opens as a drawer titled Chats, with the order name and ID underneath.

Click New chat to start another chat on the same order.

The chat header shows the participants, the chat name and the order’s ID. Click the ID to copy it. If you are an operator on a wide screen, the header also shows who else is viewing the chat.

Click the … button in the header to open the chat’s settings, where you find Members, Add people, Join chat and Leave chat. Join a chat to receive notifications for it.

Who can read and write

Chat participants come from the chat settings on the order’s workflow. A participant is your organization, the client, the contractor, or a workflow actor.

If your organization is not a writing participant, the chat shows Chat is read-only - you can view but not send messages. You can read every message but not reply.

The organization that owns the order manages the chat’s members and settings.

Clients can attach files to their messages, the same as you can.

Read receipts appear under your own latest message only, as Read, Read by client, Unread by some or Unread. Point at the status to see each participant and when they read it. Clients never see read receipts.

SMS notifications for new messages are sent from the operator’s sender ID, and name the sender by first name and company.

Act on a single message

Point at a message to show its actions:

  • Flag it with Add to flagged, or clear the flag with Remove from flagged. A flag belongs to your organization, so your colleagues see it too, and the chat appears on the Flagged tab.
  • Set its state with Mark as read or Mark as unread.
  • Edit it, if it is your own message.

Mark a chat as solved

When colleagues in your organization still have the latest messages unread, a No reply? Mark as solved button appears above the message box. Click it to mark the chat as read for everyone in your organization, which clears it from the Unread tab.

A chat marked as solved reappears as unread as soon as anyone writes back. Nothing is closed or archived.

To clear the whole backlog, open the … menu above the chat list and click Mark all as solved. Choose Only my chats or All organization chats, then confirm. This cannot be undone, so you have to tick the acknowledgement first. You need permission to configure your organization to see this option.

Use message templates

  1. In the message box, click the templates button (Message templates).
  2. Click the template you want.

The template’s text lands in the message box. Edit it before you send.

In the same drawer, Create new saves a template. Set its sharing to Private, so only you can use it, or Shared, so everyone in your organization can.

Change the message sort order

  1. Open the … menu above the chat list.
  2. Click Sorting.
  3. Choose Newest first or Oldest first.

Edit a message

You can edit your own messages for 5 minutes after you send them.

  1. Point at the message.
  2. Click the pencil (Edit message).
  3. Change the text and click Save.

After 5 minutes the pencil is greyed out, and pointing at it explains the time limit.

AI in chats

A chat can show an AI summary banner at the top, shortened to one line. Click Read more to see all of it, Show less to shorten it again, or the X to dismiss it.

If Chat Intelligence is switched on for your organization, it reads new client messages and drafts a reply into the message box. A drafted reply is tinted and labelled as coming from Intelligence. Nothing reaches the client until someone on your team sends it. Click the X on the draft to dismiss it.

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