Work together in Live Chat
Choose the right Live Chat conversation for client questions, group work, or one-to-one follow-up.
Live Chat keeps messages inside Sydnee. Your team can talk with clients, work in groups, and send one-to-one messages without moving the work to email.
Live Chat has three kinds of conversations. Choose the one that fits the work.
Use an account conversation for the client relationship
An account conversation is the group chat for one client account. Use it for updates and questions that may help everyone who works with that client.
Team members can open the conversation when they have access to the account. Client contacts can open it from their portal when the account group chat is shown there.
Account conversations are included with Live Chat. Learn who can open an account conversation.
Use a channel for a focused group
A channel is a named group chat for a topic, project, or workstream. It can include team members and selected client contacts.
- An open channel can be found and joined by eligible team members.
- A private channel is invite-only for regular team members.
- Clients only see channels they have been added to. They cannot search your channel directory.
Custom channels are included with active Sydnee plans. Your plan sets how many channels can stay active. Learn how to create and manage a channel.
Use a direct message for one person
A direct message, or DM, is a one-to-one chat.
Team members can message an eligible teammate or client contact. A client can message an eligible team member. A client cannot direct message another client.
Direct messages are included with active Sydnee plans. Learn who can start a direct message.
What does a client see?
Clients open Live Chat from the chat button in their branded portal. They see only the account conversation, channels, and DMs available to their current portal access.
If they have one conversation, Sydnee opens it. If they have more than one, they can switch conversations in the inbox.
Clients cannot create channels, browse team channels, invite members, or change a channel's name or visibility. They can set their own alerts and leave a shared channel.
Keep the next step clear
Use an @mention when one person needs to look at a message. Each person can also choose which conversations send an alert.
A chat attachment stays in the conversation. It is not added to the account's Files module on its own.