Creating chats and access
/chat supports direct, group, department, project, and task chats. The type defines context and participant resolution; choose the smallest access boundary that the work needs.
Chat types
- Direct — one other person;
- Group — selected people and a shared question;
- Department — department members and their work context;
- Project — linked to the selected project so discussion stays with it;
- Task chat — the canonical conversation for one task.
Review the final participant list before the first message. For a project chat, confirm the project. Do not create a second chat when the right thread already exists.
Task-chat access
Task-chat membership is derived from task access. Adding a person to chat must not bypass task permissions: change task access through its workflow, then verify the conversation. Files and linked records retain their own permissions.
Visibility policies
A chat can use different visibility rules: active users only, a related department or project, or deny by default. These are access checks, not a reason to copy participants manually. If a chat or participant is missing, check policy, membership, project, and user state.
The task tab cannot combine with unread/mentions filters. Choose the supported mode first, then narrow the list with an available filter.
The chat list has three surfaces: All, Chat (internal conversations), and CRM (external requests). Within Chat, use the All, Direct, Group, and Task tabs. Search covers accessible conversations and message history; use Show more for a longer list. Unread and mentions filters apply to regular conversations but are disabled on the Task tab. The employee roster shows active users; Show new helps find people without an existing conversation.
Support chat
The Support item appears only when support is enabled for your profile and Chat is available. Selecting it opens the support conversation assigned by the portal; do not create an ordinary duplicate instead. The portal does not promise a response time, an external channel, or an automatic resolution. If the conversation cannot be opened, do not copy or publish technical toast text: give the portal owner only the route and time.
Dropping a file on a chat row
You can drag a file onto the row for the target chat. The portal first checks that you are a member with write access and that an external chat allows the action. Only after the check passes is the file placed in the draft attachments and the chat opened; sending remains a separate explicit action. Dropping a file does not send it automatically.
If the row is read-only, you have not joined the external chat, or the access check is temporarily unavailable, the file is not attached. Follow the hint: request access or join the chat, refresh the list, and try again. Do not create a duplicate conversation or bypass the chat's access rules.
Safe creation
Define the purpose, next-step owner, and due point before creating a chat. Do not put secrets or real customer data in its name. Configure external channels separately in chat integrations, and move decisions into the task, CRM, or document comment.
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