Internal Chat

Overview

The Internal Chat feature in the VCC Live 360 enables agents and admins to communicate in real time with colleagues, supervisors, and team members directly within the application. Whether you need quick assistance from a teammate during a complex interaction, team-wide updates, or group collaboration across different projects, Internal Chat provides a dedicated, streamlined workspace without having to leave your active agent interface.

Table of Contents

• Overview
• Accessing Internal Chat
• Chat Rooms & Navigation
• Room List Overview
• The “All Users” Room
• Searching for Rooms
• Messaging & Chat Features
• Opening and Managing Multiple Chats
• Message Stream & User Identification
• Viewing Room Participants & Availability
• Notifications & Unread Counters
• Agent vs. Administrator Roles
• Frequently Asked Questions (FAQ)

Accessing Internal Chat

1. In the Web Agent navigation menu, click on the Workspace menu.
2. Select the Rooms tab.
3. The panel displays all the chat rooms you are currently a member of, along with the organization-wide room.

Chat Rooms & Navigation

Room List Overview

Inside the Rooms tab, you will see a list of group conversations available to you. Each room card provides key details at a glance:

• Room Name: The designated name of the group or topic.
• Participant Count: The total number of members currently assigned to the room.
• Unread Message Badge: A visual counter indicating how many unread messages are waiting for you in that room.

The “All Users” Room

By default, every active agent has access to the All Users room:

• Company-Wide Channel: Automatically includes all active team members in your organization.
• Broad Announcements & General Discussion: Designed for organization-wide announcements, shift updates, and general team inquiries.

Searching for Rooms

If you participate in multiple teams or project groups:

• Use the Search bar at the top of the room list to filter rooms by name in real time.
• Matching room names appear instantly as you type.

Messaging & Chat Features

Opening and Managing Multiple Chats

• Opening a Chat: Click on any room in the list to open its chat stream.
• Closing a Chat Window: Click the kebab menu (⋮) on the top corner of the active chat window and select Close to dismiss that conversation from your active view.

Message Stream & User Identification

• Sender Names: To make group discussions clear, the sender’s full name is displayed directly above each message.
• Message Alignment:
  • Your messages appear on the right side of the chat stream.
  • Colleagues’ messages appear on the left side of the chat stream.
• Message History: When you open a room, earlier messages and chat history load automatically.
• Real-Time Delivery: New messages appear instantly in the chat window without needing to refresh your browser.

Viewing Room Participants & Availability

To see who is part of a specific group chat:

1. Open the chat room.
2. Open the Room Members list.
3. The member panel shows:
   • Alphabetical Order: Members are listed alphabetically (A–Z) for quick browsing.
   • Real-Time Status: Live agent state indicator (e.g., Available, On Break, Call, Afterwork).
   • Primary Project: The current primary project to which each agent is assigned.

This enables you to immediately see whether a teammate is available to help before reaching out.

Notifications & Unread Counters

Internal Chat keeps you updated on incoming communications across the interface:

• Unread Badges: When colleagues post new messages in rooms you belong to, unread count badges appear:
  • On the Workspace main menu icon
  • On the Rooms tab
  • Next to the corresponding Room Name in the room list
• Badge Count: Unread counts display exact numbers
• Automatic Clearing: As soon as you open an unread room, the unread badge for that room is cleared automatically.
• Login Synchronization: If you receive messages while offline, all unread badges are accurately displayed upon your next login.

Agent vs. Administrator Roles

Note: If you need a new group chat created for your team or need additional colleagues added to an existing room, please contact your supervisor or system administrator.

Frequently Asked Questions (FAQ)

Q: Can I create a new group chat room myself as an agent?
A: No. Room creation and member assignment are managed by administrators. Please reach out to your team leader or administrator if you need a new room.

Q: Will I lose what I was typing if I switch to another room?
A: No. The system remembers unsent message drafts per room, so your text will still be there when you return.

Q: How do I know who sent which message in a crowded room?
A: Each message sent by colleagues clearly displays the sender’s name above the message bubble on the left side of the window. Your own messages appear on the right side.

Q: Does opening a room clear the unread notification badge?
A: Yes. Opening the room marks the messages as read and automatically clears the badge counter for that room.