Chats & calls

Customer chats and team groups

Updated: 2026-09-29

The Business tab has two kinds of conversation. A customer conversation is between your company and one person outside it. The team group is where colleagues talk to each other. Check which one you are typing in before you send.

Customer conversations

A customer conversation appears under the company name, not the name of whoever is typing, so a customer helped by three colleagues sees one company. Staff see extra tools the customer does not: status, priority, assignment, labels and internal notes. Only the owner and the members the owner has allowed to handle customers can reply.

The team group

The team group is created with the workspace, and its membership follows the team. It works like any other group chat: everyone appears under their own name, and no customer is in it.

Keep anything you would not say to the customer in the team group or an internal note. Messages in the customer thread go out under your company's name.

Both places use the same messaging features: attachments, voice notes, replies, polls and calls. The difference is who is in the conversation and whose name a message goes out under.

Keep reading

The Business tab in Chats

Chats & calls · This article explains the Business tab in Chats. It gathers every conversation connected to a company, separate from your personal chats. It holds:

Managing conversations in the customer inbox

Business Hub · The customer inbox holds your company's conversations with customers. Each customer has one conversation with your company, created the first time they message your public page. A client record is added to your client list at the same time.

Who can answer your customers

Workspaces & teams · Customer messages arrive in your company's customer inbox. The owner can always answer, and so can members the owner has allowed to handle customers. Handling customers is a per-member setting that members do not get automatically. Contractors never see the customer inbox.

Roles, permissions and apps in a workspace

Workspaces & teams · A workspace has four roles: owner, admin, member and contractor. Owners and admins can do everything. A member's access is set per app: view, create, edit, delete and approve are decided separately for each module. A contractor is outside the team and holds no app permissions.

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