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 workspace

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?

In the team workspace, use the attachment control, paste a file, or drop files onto the open chat. The files wait in the message box until you send them. You can remove a staged file before sending.

You can send up to five attachments at once from the team workspace. Each attachment can be up to 45 MB. Live Chat leaves a larger file out of the message and shows an error. Choose a smaller file or reduce its size, then try again.

Live Chat shows progress while attachments upload. In standard chat, a failed send keeps your message and unsent files in the message box so you can send them again. In Healthcare chat, a failed upload offers Retry beside the file. Team-side image attachments open in a chat preview with a download action.

In Healthcare chat, a sent message appears in the conversation while it saves. A failed message has its own Retry action, so you can retry that message while keeping a newer draft in the message box.

Preview a PDF in Healthcare chat

Open a sent PDF attachment's filename card to read it in the chat preview. Both team members and clients can use the preview when they have access to the conversation. The preview also offers a download action. If the browser can't display the PDF, download it and open it in a PDF reader.

Keep a draft while moving between Healthcare conversations

Unsent text and selected attachments stay with each conversation during your current session. Switching chats, moving between pages, or closing and reopening portal chat keeps that draft available when you return.

Copy text you want to keep before a full page reload or sign-out. Drafts and pending messages are held only in the current session and are cleared when access to the conversation ends.

A chat attachment stays with the conversation. Add it to the account's Files module 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.

If the conversation settings include Show account group chat in portal, a team member with account access can select it to bring the chat back. Ask support for help if the control is unavailable after checking company settings and account access.

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: Select Show account group chat in portal in its settings when available. Contact support if access checks don't resolve it.