Customer chats and your team group: the difference

The Business tab holds two kinds of conversation: customer conversations, between your company and one person outside it, and your team group, where colleagues talk to each other. Knowing which one you are typing in is the one mistake worth avoiding.

Customer conversations

A customer conversation is shown as the company, not as whoever is typing — a customer helped by three colleagues still sees one company talking to them. It carries staff-side tools the customer never sees: status, priority, assignment, labels and internal notes. Answering is limited to the owner and the members the owner has allowed to handle customers.

The team group

The team group is created with the workspace, and its membership stays in sync with the team. It behaves like any other group chat: everyone appears as themselves and there is no customer in the room.

Anything you would not say in front of the customer belongs in the team group or in an internal note — never in the customer thread, where it goes out under your company's name.

Messages in both places are normal Sebairo messages: attachments, voice notes, replies, polls and calls all work the same. What differs is who is in the room and whose name the message goes out under.