Papo's internal chat (https://papo.global/) is a communication tool that allows agents and teams to talk to each other directly within the platform, without needing to use external applications. It was designed to streamline collaboration, facilitate the resolution of questions about customer interactions, and centralize team communication in a single place, whether through individual or group conversations.
Maintaining fluid team communication is essential for high-quality customer service. When employees can quickly ask questions and exchange information, customer issues are resolved more efficiently. The internal chat eliminates the need to switch between Papo and other messaging applications, keeping focus and work context in one environment.
| Feature | Description |
|---|---|
| Individual Conversations | Allows an agent to chat directly with another to ask quick questions or request help on a specific case. |
| Group Conversations | Enables the creation of chats with multiple members, ideal for team discussions, project alignment, or general announcements. |
| Message History | All internal conversations are saved and searchable, allowing the team to consult the history whenever necessary. |
| Centralization | Keeps all company communication — both with clients and internal — within the same work platform. |
How the Internal Chat Works
The Internal Chat functions as an instant messaging system integrated into the Papo dashboard. It creates an exclusive space for communication among your team members, completely separate from the conversations you have with clients.
You can start a conversation with a single colleague (1-on-1) or create a group to discuss a topic with several people, such as "Sales Team," "Level 2 Support," or "Marketing." This helps organize communication and ensures that the right information reaches the right people at the right time.
For example, a customer service agent can use the chat to ask a supervisor about a complex customer case, without having to leave the service screen. The supervisor can respond quickly, speeding up the solution for the customer. Similarly, a team leader can send an announcement to their entire team at once, ensuring everyone receives the same information simultaneously.
How to Start Using the Internal Chat
For your team to communicate internally, the first step is to ensure that all members are registered on the platform. Optionally, but recommended, you can organize them into teams to facilitate management.
Step 1: Add Agents to Your Account
An account administrator must invite all team members to the platform.
- Access the Settings menu (gear icon) on the Papo dashboard.
- In the side menu, go to the Agents section.
- Click the "Add new agent" button.
- Fill in the name, email, and define the collaborator's role. The main roles are:
- Customer Service Agent: Has access to service functionalities, such as responding to conversations, but without administrative permissions.
- Team Administrator: Has full access to manage settings, inboxes, agents, and other areas of the platform.
- Click "Add Agent". The collaborator will receive an invitation email to create their password and access the platform.
Step 2: Organize the Team into Teams (Optional)
Creating teams helps organize not only internal communication but also the distribution of customer interactions. You can create groups like "Sales," "Support," and "Finance."
- Still in Settings, access the Teams tab.
- Click to create a new team and give it a descriptive name (e.g., "Technical Support").
- Add the agents who will be part of this team by selecting them from the list.
- After creating the teams, you can associate them with specific inboxes. For example, the "Sales" team can have exclusive access to the sales WhatsApp inbox, while the "Support" team handles email and website chat channels.
Step 3: Start a Conversation
With the team configured, using the internal chat is simple.
- Locate the internal chat functionality on your dashboard.
- Select the colleague or group you want to talk to from the list of internal contacts.
- Send your message. Conversations will appear in a dedicated list, allowing you to easily switch between internal chats and customer interactions without losing focus.
Frequently Asked Questions
Can I create group chats in Papo?
Yes. The platform allows the creation of internal group chats, which is ideal for coordinating teams, discussing projects, making announcements for a specific team, or resolving issues that require the collaboration of multiple people.
Is the history of internal conversations saved?
Yes, all messages exchanged in the internal chat are securely stored. You can access the conversation history at any time to consult information, recall decisions made, or verify past alignments.
Who can see internal chat messages?
Privacy is fundamental. Only the participants of the conversation (whether individual or group) can view the messages. Internal conversations are completely private and separate from customer chats.
How do I add a new team member to use the chat?
To add a new member, a user with administrator permissions must access the account Settings, go to the "Agents" section, and click "Add new agent". After filling in the data and sending the invitation, the new member will be able to access the platform and the internal chat as soon as they accept the invitation and set up their account.
What is the difference between Internal Chat and Internal Notes?
Internal Chat is for real-time conversations with colleagues or teams, functioning as an instant messenger for discussions, announcements, or requests for help. Internal Notes, on the other hand, are comments added directly to the timeline of a conversation with a client. They are visible only to the team and serve to provide context or specific instructions about that particular interaction.
Read also
- How to associate inboxes with specific teams?
- Understanding the Team Report: How to analyze team performance?
The first user is free for you to test the platform.