Team Chat
Overview
Team Chat is AgentTech Dialer's built-in internal messaging system. It lets agents, supervisors, and admins communicate in real time without leaving the platform. Whether you need a quick one-on-one conversation with a colleague or a persistent group channel for an entire department, Team Chat keeps your internal communication organized, searchable, and right where your work happens.
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Direct Messages vs. Group Channels
Team Chat supports two modes of communication:
Direct Messages (1-on-1)
Direct messages are private conversations between you and one other user. Use them for:
- Quick questions to a supervisor or peer.
- Private coaching or feedback from a manager.
- Sharing contact-specific details that only one person needs.
Direct message threads are visible only to the two participants. They persist indefinitely, so you can scroll back through history at any time.
Group Channels
Group channels are shared conversation spaces that multiple users can join. Use them for:
- Team-wide announcements — Create a "General" or "Announcements" channel for company updates.
- Campaign coordination — Set up a channel like "AEP 2026 Campaign" so everyone working the campaign can share updates, tips, and questions.
- Department communication — A "Sales Team" or "Support" channel keeps department chatter in one place.
- Training and onboarding — A "New Agents" channel where newcomers can ask questions and trainers can share resources.
Group channels remain active until deleted. Any member can scroll back through the full message history to catch up on what they missed.
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Creating a Group Channel
- Open Team Chat from the navigation bar.
- Click the New Channel button (or the "+" icon near the channel list).
- Enter a Channel Name — choose something descriptive that tells people what the channel is for (e.g., "Medicare Team," "Daily Standup," "Product Updates").
- Optionally add a Channel Description to provide context for anyone considering joining.
- Add Members — Search for team members by name and add them to the channel. You can add as many members as needed.
- Click Create to finalize the channel.
The channel immediately appears in the channel list for all added members, and they can start posting right away.
Adding Members Later
To invite more people to an existing channel:
- Open the channel.
- Click the channel header or settings icon to open channel details.
- Use the Add Members section to search for and add new participants.
Removing Members
Channel creators and admins can remove members from a channel through the channel details panel. Removed members lose access to the channel and its history.
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Sending & Reading Messages
Composing a Message
- Select a direct message thread or group channel from the list on the left.
- Type your message in the message input field at the bottom of the conversation.
- Press Enter or click the Send button to post.
Messages are delivered in real time — the recipient sees them instantly without needing to refresh the page.
Message Formatting
You can use basic text formatting in your messages for clarity:
- Bold text for emphasis.
- Links are automatically detected and made clickable.
- Line breaks for organizing longer messages.
Typing Indicators
When another user is composing a message in a thread you are viewing, a typing indicator appears below the message list (e.g., "Sarah is typing…"). This lets you know a reply is on the way, reducing duplicate messages and confusion.
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Editing Messages
Made a typo or need to update information you just shared? You can edit your own messages after sending:
- Hover over the message you want to change.
- Click the Edit option that appears.
- Modify the text in the inline editor.
- Press Enter or click Save to update the message.
An "(edited)" indicator appears on the message so other participants know it was modified. Note that you can only edit your own messages; you cannot modify messages sent by others.
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Searching Messages
Team Chat includes a search feature that lets you find past messages across all your direct messages and group channels.
- Click the Search icon or input field at the top of the Team Chat panel.
- Type keywords, a person's name, or a phrase.
- Results appear instantly, showing matching messages with context (who said it, when, and in which channel or DM thread).
- Click a result to jump directly to that message in its original conversation.
Search is especially valuable for finding information shared weeks or months ago—decisions, phone numbers, links, or instructions that you need to reference again.
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Real-Time Delivery
All messages in Team Chat are delivered in real time. This means:
- No refresh needed. New messages appear instantly in your conversation list and in the active thread.
- Presence awareness. You can see which users are online, helping you decide whether to send a chat message or leave a note for later.
- Instant notifications. When a new message arrives in a thread you are part of, you receive a notification even if you are on a different page in the platform.
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Unread Badges in Navbar
The navigation bar at the top of every page in AgentTech Dialer includes a Team Chat icon. When you have unread messages, an unread count badge appears on this icon showing the total number of unread messages across all direct message threads and group channels.
- The badge updates in real time as new messages arrive.
- Once you open a conversation and view the new messages, the count decreases accordingly.
- A badge with a high count is your signal to catch up on team communication.
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Notifications
When a new message arrives in any of your direct message threads or channels, you receive:
- Visual badge on the Team Chat icon in the navbar (described above).
- Sound notification (if enabled in your settings) to alert you even when you are focused elsewhere.
- In-thread indicators that highlight unread messages within a conversation so you can quickly see where you left off.
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Best Practices for Direct Messages
- Keep it concise. DMs work best for quick, targeted communication. If a topic requires lengthy discussion or input from multiple people, consider creating a group channel instead.
- Use DMs for sensitive topics. Private feedback, personal scheduling conflicts, or contact-specific discussions that should not be shared broadly belong in a direct message.
- Don't let DMs replace documentation. If you share an important decision or piece of information in a DM, make sure it is also captured in the relevant contact note, event description, or shared channel so others can access it.
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Best Practices for Group Channels
- Name channels clearly. A channel called "Q1 Medicare Leads" is more useful than one called "Stuff." Clear names help people decide whether they need to join.
- Set expectations with a description. When creating a channel, add a short description explaining its purpose and what kind of messages are appropriate.
- Pin important messages. If your team's chat supports pinning, pin key announcements or reference information so it does not get buried in the message stream.
- Archive inactive channels. Once a campaign ends or a project wraps up, archive the channel to keep the channel list clean. The history is preserved for future reference.
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General Tips
- Check your unread badge regularly. Make it a habit to glance at the Team Chat icon throughout your shift. A quick scan of unread messages can surface urgent requests, schedule changes, or team updates.
- Use search before asking. If you need a piece of information, try searching Team Chat first. There is a good chance someone already shared it.
- Leverage typing indicators. If you see someone is typing, wait a moment before sending a message. This prevents crossed wires and duplicate replies.
- Coordinate via channels during campaigns. During high-volume calling periods like AEP or OEP, a dedicated channel helps the team share real-time tips, escalations, and morale boosts.
- Respond to direct messages promptly. Even a quick "Got it, will follow up" lets the sender know their message was received. Silence in a DM can be ambiguous.
Last updated: February 24, 2026