Use account conversations with clients
Open the group chat for a client account and understand who can read or send messages.
An account conversation is the group chat tied to one client account. Use it for questions and updates that belong with the client relationship.
Before you start
- Live Chat must be on for the workspace.
- Portal live chat access must be on to talk with clients.
- The account group chat must be shown in the client portal.
- A team member needs access to the client account.
- A client needs active portal access for that account.
Open the account conversation
From the team app
- Open Live Chat.
- Find the client under the account conversations in the sidebar.
- Select the account name.
- Write a message, add an attachment, or @mention a person.
- Send the message.
You can also open the account chat from the client account.
What a client does in the portal
The client:
- Selects the Live Chat button in your portal.
- Selects the account conversation if the inbox shows more than one chat.
- Writes and sends the message.
Who can see an account conversation?
Workspace membership alone does not open every client conversation. A team member also needs access to that client account.
The client side uses the current portal account and the client's access to that account. Conversations from another account do not appear.
If a person is removed from the account, Sydnee removes their account-conversation access.
Can I upload a file in Live Chat?
Yes. Use the attachment control in the message box. The attachment appears in the conversation for its members.
The attachment is not saved to the account's Files module on its own. Add it to Files separately when it belongs in the client's file library.
What happens when the account chat is hidden?
The client no longer sees the default account group chat. Its messages are kept. Shared channels and direct messages can stay available.
A team member with access to the account can open the account conversation's settings and select Show account group chat in portal to bring it back.
Why can't someone open the conversation?
- The team member is missing: Give the person access to the client account.
- The client is missing: Check that the person is an active portal member for this account.
- Chat is off: Ask a workspace owner or admin to turn on Live Chat and Portal live chat access.
- The account chat is hidden: Open its settings and select Show account group chat in portal.