Instant Messaging on a Case
The Case Chat is a convenient way for team members and collaborators to instant message in a Case. You can chat with anyone who has permissions on a Case.
You have the option to mention a specific user/role in the Chat message. The user/role receives case mentions via push/email notifications. If you mention a specific SOC role, all users in that role receive a Chat mention.
You also can pin an important chat message in the Chat side drawer and it will appear on the Case wall.
To chat with other members:
- Click on the icon. The Chat side drawer opens.
- Enter your message, type the @symbol + the user's name and/or role, attach any files if necessary, and click on icon.
- To pin your message to the Case wall, hover over it and click on the icon.