Live chat with your clients and team
Choose the right Live Chat conversation for client questions, group work, or one-to-one follow-up.
Live Chat keeps messages with your client work. Use it to ask a client a question, talk with a group, or follow up with one person.
Your team opens Live Chat in Sydnee. Clients use the chat button in your branded portal. Open your first conversation.
How Live Chat Works
Choose the kind of chat that fits the work.
Account Group Chats
Use the account chat for work that belongs with one client relationship. Team members and clients with account access can talk there when chat is on.
For example, ask which files the client plans to send for this month's review. Check account chat access.
Channels
Use a channel to bring a group together around a topic or project. A channel can include teammates and selected clients.
Check the history before adding people. New members can read earlier messages. Keep private team work in a channel that clients haven't joined. Create or join a channel.
Direct Messages (DMs)
A direct message, or DM, connects two people. Use it for a question that belongs with one teammate or client.
Team members need access to a client's account to DM that client. Clients can DM teammates, while client-to-client DMs are unavailable. Start a direct message.
Key Features of Live Chat
You can send text, share files, mention people, and react to messages. Use unread dots to find chats that need a look. Each person chooses their own alerts.
What does a client see?
Clients see only the chats they can access. With one chat, the portal button opens it. With several, it opens Messages so they can choose.
Clients can send messages and set their own alerts. Your team creates channels and manages their people. Review client chat access.
Keep the next step clear
Use an @mention when one person needs to see a message. A chat file stays in the conversation; add it to the account's Files area separately if it belongs in the client library.
Choose chat alerts for new messages, mentions, or quiet work. An unread dot can stay on even when sound and email are off.