Who can use this feature?
System & User administrators only
What is a Client Team (ex contact book)?
Client teams (previously Contact books) are used to connect organisation users to each other so they appear on contact lists and can be engaged in chat. Only an administrator can create and manage client teams.
For client users, a client team will determine which staff appear on their contact list and who they can chat with. Clients can only begin a chat with staff members in their contact list (they do not see other client members in the Client Team), the staff they share a contact book with. Clients must belong to a Client Team (required to setup their user account).
For staff users, a Client Team will determine which Clients appear on their contact list and will restrict which clients they can chat with. However, all staff members belong to the directory which means that staff are able to search, chat, and view the contact profile of any other staff user on the platform.
Note: Contact Books allowed Clients to see and start a chat with other clients in their Contact Book. This is no longer possible with Client Teams, simplifying the process as all clients can now be included in a single Client Team (ie 3 staff members covering 100 clients).
What is a group chat?
A group chat which we call a chat thread is simply a chat that has more than two participants. You can add as many participants as you wish to a chat.