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 service-related questions, and centralize team communication in one place.
Efficient communication is the foundation for quality service. When team members can collaborate easily, questions are resolved faster, and customers receive better service. The internal chat eliminates the need to switch between the service platform and other messaging applications, maintaining focus and conversation context.
| Feature | Description |
|---|---|
| Individual Conversations | Allows an agent to chat directly with another to ask quick questions or request help. |
| Group Conversations | Enables the creation of chats with multiple members, ideal for team discussions, projects, or announcements. |
| Message History | All internal conversations are saved, allowing the team to consult the history whenever necessary. |
| Centralization | Keeps all communication, both with clients and internal, within the same work environment. |
How the Internal Chat Works
The Internal Chat functions as an instant messaging system integrated into the Papo dashboard. It is an exclusive space for communication among your team members, separate from conversations with clients.
You can start a conversation with a single colleague (1-on-1) or create a group to discuss a specific topic with several people, such as "Sales Team" or "Level 2 Support." This helps organize communication and ensures that the right information reaches the right people.
For example, a service agent can use the internal chat to ask a supervisor for help with a complex client case, without having to leave the service screen. Similarly, a team leader can send an announcement to their entire team at once.
How to Start Using the Internal Chat
For your team to communicate internally, all members must first be registered on the platform and, optionally, organized into teams.
Step 1: Add Agents to Your Account
The first step is to invite all your team members to the platform.
- Access the Settings menu (gear icon).
- Go to the Agents section.
- Click on "Add new agent".
- Fill in the name, email, and define the collaborator's role:
- Service Agent: Has access to service functionalities, but without administrative permissions.
- Team Administrator: Has full access to manage settings, inboxes, and other agents.
- Click on "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 service and communication. You can create groups like "Sales," "Support," and "Finance" and assign agents to each of them.
- In Settings, go to the Teams tab.
- Click to create a new team and give it a name (e.g., "Technical Support").
- Add the agents who will be part of this team.
- You can also associate teams with specific inboxes, ensuring that each team handles the relevant service channels for them.
Step 3: Start a Conversation
With the team configured, using the internal chat is simple. Locate the internal chat feature on your dashboard, select the colleague or group you want to talk to, and send your message. Conversations will appear in a list, allowing you to easily switch between internal chats and customer service.
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, or making announcements to a specific team.
Is the history of internal conversations saved?
Yes, all messages exchanged in the internal chat are stored. You can access the conversation history at any time to consult information or recall decisions made by the team.
Who can see internal chat messages?
Only the participants of the conversation (whether individual or group) can view the messages. Internal conversations are private and separate from customer chats.
How do I add a new team member to use the chat?
To add a new member, an administrator must access the account settings, go to the "Agents" section, and click on "Add new agent." After filling in the details and sending the invitation, the new member will be able to access the platform and internal chat once they accept and configure their account.
Is there a limit to the number of participants in internal chat groups?
For detailed information on group participant limits and other feature specifications, please consult the official documentation or the information available on the platform dashboard.
Does the internal chat work on the mobile app?
Feature availability may vary between the web version and potential applications. Please check the platform's documentation to confirm the features available in each version.
Read Also
- How to create teams and distribute service in Papo Global
- How to add agents (attendants) to your Papo Global account
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