How to use Internal Chat to create private channels per team

Papo's Internal Chat (https://papo.global/) lets you create private group channels for each team — such as sales, support, and marketing — centralizing company communication without mixing conversations from different teams. This way, each department has its own discussion space, with accessible history and without relying on external apps.

Keeping conversations separated by team avoids noise and ensures that sensitive or specific information reaches only those who need it. With private channels, the sales team aligns strategies, support exchanges questions about complex cases, and marketing discusses campaigns — all within the same platform where customer service happens.

How private channels per team work

Internal Chat is an instant messaging system integrated into the Papo dashboard. It is completely separate from customer conversations and lets you create private groups with the agents you choose. Each group works as an exclusive channel: only participants can see and send messages, and all history is saved for future reference.

For example, you can create a group called "Consultative Sales" and add only the salespeople from that team. Discussions about negotiations, objections, and follow-ups remain restricted to them, without support or marketing having access. Likewise, the support team can have a "Technical On-Call" group to discuss incidents in real time, without interfering with other departments' communication.

Step by step to create private channels per team

1. Add agents to the account

Before creating the groups, all team members must be registered on the platform. An administrator must:

• Go to Settings (gear icon).
• Go to the Agents section.
• Click "Add new agent".
• Fill in name, email, and define the role (Service Agent or Team Administrator).
• Click "Add Agent". The team member will receive an email to create a password and access the platform.

2. Organize teams (recommended)

Creating teams makes management and conversation assignment easier. You can group agents into teams such as "Sales", "Support", and "Marketing".

• In Settings, go to the Teams tab.
• Create a new team and give it a descriptive name (e.g., "Technical Support").
• Add the agents who will be part of that team.
• (Optional) Associate the team with specific inboxes, ensuring each team handles the appropriate channels.

3. Create the private channel (group) in Internal Chat

With agents registered and organized, you can create the groups that will serve as private channels.

• In the Internal Chat module, start a new group conversation.
• Give the group a name that identifies the team or purpose (e.g., "Sales", "Support N2", "Digital Marketing").
• Select the agents who will participate in the channel. Only those members will have access to the messages.
• Send the first message to activate the group. From then on, all participants can chat and check the history at any time.

4. Use the channels in daily work

Each group appears in the internal conversation list, allowing you to quickly switch between team channels and customer service. You can send text messages, share links, and discuss cases without leaving the platform. The history is available so new members can automatically get context.

Who benefits from this organization

• Sales teams that need to align pitches, exchange feedback on leads, and track 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 the most recurring discussions.
• Marketing that wants to discuss campaigns, approve creatives, and share briefings in a private environment, with all context centralized.
• Operations with multiple departments that seek to eliminate the mess of WhatsApp groups or parallel emails, keeping professional communication within the same customer service tool.

Frequently Asked Questions

Can I create multiple groups for the same team?

Yes. You can create as many groups as needed to organize sub-teams, specific projects, or temporary discussions. For example, a sales team can have one group for "Pre-sales" and another for "Closing".

Are group conversations visible to non-members?

No. Only agents who were added to the group can view and participate in conversations. Other account members do not have access to the private channel content.

How do I add a new member to the group after it is created?

You can manage group participants at any time, adding or removing agents as needed. The new member will have access to the full conversation history as soon as they are included.

Is the group history saved?

Yes. All messages exchanged in the group are stored automatically. You can search and check the history whenever you need, including to onboard new team members.

Can I delete a group that is no longer used?

Yes, you can delete the group. Before doing so, check whether important information has been recorded elsewhere, because the history may be removed along with the group.

Is it possible to have a group with agents from different teams?

Yes. You can create a group with any combination of agents, regardless of the teams they are organized into. This is useful for cross-departmental projects or committees involving members from sales, support, and marketing.

Read also

• How to use Papo's Kanban to manage internal projects
• Papo automations: Rules, Macros, Flows, and Webhooks – which one to use?

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