Papo's Internal Chat (https://papo.global/) lets you create group conversations with multiple agents, centralizing team communication in one place. This way, sales, support, and marketing teams can align strategies, ask questions, and discuss cases in real time without switching between external apps.
With group conversations, you keep the context of service interactions within reach of everyone involved, reduce noise, and ensure the right information reaches the right people. All of this happens inside the same platform where customer service takes place.
| Feature | Description |
|---|---|
| Group creation | Start a chat with multiple agents at once by setting a name and the participants. |
| Permanent history | All group messages are saved and can be viewed at any time, including by new members added later. |
| Separation from service conversations | Group conversations are completely independent from customer conversations, avoiding confusion between channels. |
| Centralization | Internal and external communication in the same panel, without relying on personal WhatsApp, Telegram, or email. |
How group conversations work in Internal Chat
Internal Chat is an instant messenger integrated into the Papo panel. It works independently from service inboxes, meaning messages exchanged in groups are never visible to customers.
When you create a group, you choose which agents will participate. Only those members can see and send messages in that space. This allows you, for example, to set up a “Pre-sales” group for SDRs to exchange information about leads, or a “Technical On-call” group for support to discuss incidents in real time.
Each group appears in the internal conversations list, and you can quickly switch between team chats and customer service conversations without losing focus.
Step by step to create a group conversation
1. Make sure the agents are registered
Before creating any group, all participants need access to the platform. An administrator must:
- Go to Settings (gear icon).
- Go to the Agents section.
- Click “Add new agent”.
- Fill in the name and email and define the role (Service Agent or Team Administrator).
- Click “Add Agent”. The employee will receive an email to create a password and access the platform.
2. (Optional) Organize teams
Creating teams makes management easier, but it is not required to use group chat. If you want, go to Settings > Teams, create a team, and add the agents. This helps when selecting group participants, as you can filter by team.
3. Create the group in Internal Chat
- In the Internal Chat module, start a new group conversation.
- Give the group a name that identifies its purpose (e.g., “Sales SP,” “Support N2,” “Black Friday Campaign”).
- Select the agents who will be part of the group. Only those members will have access to the messages.
- Send the first message to activate the group. From then on, all participants can talk, share links, and view the history.
4. Use the group in your daily work
The group is available in the internal conversations list. You can send text messages, discuss cases, and align actions without leaving the platform. The full history is preserved, allowing new members to automatically get context when they are added.
Who benefits from group conversations
- Sales teams that need to align pitches, exchange feedback about leads, and follow ongoing negotiations without exposing information to other departments.
- Support teams that want a quick channel to escalate technical questions, share solutions, and keep a record of recurring discussions.
- Marketing teams that want to discuss campaigns, approve creatives, and share briefings in a private environment with all the context centralized.
- Operations with multiple departments that seek to eliminate the clutter of WhatsApp groups or parallel emails, keeping professional communication within the same service tool.
Frequently Asked Questions
Can I create multiple groups at the same time?
Yes. There is no limit to the number of groups you can create. You can have different groups for each team, project, or topic, all active simultaneously.
How do I add a new member to an existing group?
Simply access the group, go to the participant management options, and select the agent you want to include. The new member will immediately have access to the full conversation history.
Is the history of group conversations saved?
Yes. All messages exchanged in groups are stored and can be viewed at any time by participants, including those who join later.
Do group conversations appear to customers?
No. Internal Chat is completely separate from customer conversations. No group message is visible outside the team.
What is the difference between a group conversation and a private channel per team?
In practice, both are group conversations in Internal Chat. The difference is in organization: you can create a group for a specific team (such as “Sales”) and treat it as a private channel for that team, or create temporary groups for specific projects. The creation functionality is the same.
Do I need to have teams configured to create a group?
No. Creating teams is optional and serves to make management easier. You can select agents individually when setting up the group, regardless of whether they are in a team.
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