Internal chat for customer service teams without leaving the customer's screen
Topic channels, direct messages and announcements next to your customer service, fully separate from customer conversations. Share a conversation, a contact, a deal or a charge as a card and mention whoever needs to act.
- item types shareable as a card
- 9
- spaces: channels, direct messages and announcements
- 3
- mute options, from 8 hours to until I turn it back on
- 4
What GWhats Internal Chat is
Internal Chat is your team's own chat inside GWhats, in the style of Slack or Teams, living next to customer service but fully separate from customer conversations: it creates no tickets, enters no SLA, CSAT or reports, and nothing said there reaches the contact. The team talks in public or private channels by topic, team or project, in 1-to-1 direct messages and in one-way announcement channels where only authorized authors post.
The difference is bringing work context into the conversation: any customer conversation, contact, CRM deal, task, catalog product, charge, calendar event, WhatsApp Hub broadcast or campaign can be shared as a card that opens the exact item in one click. Mentions that really notify, replies with quotes, reactions, voice messages with a player, attachments integrated with the Media Library, unread badges, presence and fine-grained notification control complete the module.
Team communication with customer service context
Everything a modern team chat has, plus the cards that open the work.
Public, private and announcement channels
Rooms by topic, team or project, with an avatar and owner, administrator and member roles. In announcements only the author list posts; everyone else reads.
Direct messages between agents
Private 1-to-1 conversation in the same list as channels, with online presence, unread badge and the same pin, mute and archive actions.
Share items as cards
Conversation, contact, deal, task, product, charge, event, broadcast and campaign become a card with title, summary and icon that opens the original item.
Mentions that really notify
Pick the colleague from the channel's member list; the name is highlighted and triggers a bell or email notification, respecting each person's level.
Reply, react and edit with a trail
Replies with a quoted excerpt, emoji reactions that toggle on click, an edited mark and soft deletion that leaves a removed-message placeholder in the history.
Voice messages with a player
Record with a waveform and timer, preview before sending. The player plays at 1×, 1.5× or 2×, with volume and download.
Attachments integrated with the Media Library
Send files from the Library without re-uploading. Everything sent in the chat is archived there in folders by channel and by author.
Notifications and mute by period
Level per channel: everything, mentions only or nothing. Mute for 8 hours, 1 week, mentions only or until you turn it back on; three alert types by bell and email.
Channels linked to Teams
Link the channel to a Team and members stay in sync: whoever joins the team joins the channel, whoever leaves is removed, with no manual management.
A team chat that lives next to customer service
The list brings your Channels, Direct messages and Announcements sections with an unread badge per conversation and a total in the sidebar. Pin what matters to the top, mute what is noisy, archive just for yourself and filter by All, Unread or Archived. Presence shows who is online among members.
- Public channels any agent can find, or private ones by invitation, with avatar and roles.
- Your own messages never count as unread; mark as read or unread without opening.
- Send key configurable in your profile: Enter or Ctrl + Enter.
Ask for help by sharing the exact conversation, not a screenshot
On any item's screen, use Share in chat, choose the channel or direct message, write an optional message with an @mention and send. The card arrives with title, summary and icon and opens the original record in one click, showing its current state and respecting the permissions of whoever clicks.
- Nine types: conversation, contact, deal, task, product, charge, event, broadcast and campaign.
- The optional message appears above the card, in the same bubble; mentions notify the channel's members.
- Only channels and direct messages where you can post appear as destinations.
One-way announcements and mentions that actually arrive
In announcement channels only the author list posts; everyone following reads and is notified. Mentions, direct messages and announcements are three notification types, each switchable by bell and by email, and clicking opens the channel at the exact message, even if it is pages back.
- Level per channel: everything, mentions only or nothing; a mention breaks through the mentions-only level.
- Mute for 8 hours, 1 week, only when mentioned or until you turn it back on.
- The mention must be picked from the member list; a hand-typed @name is plain text.
Channels that maintain themselves and close with their history
Link a channel to a Team and the member list mirrors the team: whoever joins is added, whoever leaves is removed. At the end of a project, archive the channel, which becomes read-only with its history preserved, restore it when needed or delete it for good.
- Three roles: owner, administrator and member; owners and administrators manage members and settings.
- Archiving a channel is an administrator action for everyone; archiving a conversation is personal.
- Deleting removes the channel and its history for everyone, with confirmation, and is irreversible.
How it works
- 1
Enable and organize
An administrator enables Internal Chat; the team creates channels by topic or team, public, private or announcement.
- 2
Chat like in any modern chat
Text, @mentions, replies, reactions, audio with a player and attachments that go straight to the Media Library.
- 3
Bring in the work context
Share a conversation, contact, deal, charge, task, event, campaign or broadcast as a card.
- 4
Control the noise
Level per channel, mute by period, pin, archive just for you; at the end of the project, archive the channel.