Start a Chat Conversation

Important:

Updated Content Available: As part of our ongoing initiative to consolidate our documentation with up-to-date use cases, this page is being transitioned. The latest content is available in Collaboration. We recommend that you update your bookmarks accordingly.

You can use Collaboration to start a one-on-one or group chat with other users. Chats allow quick, real-time communication and can be initiated based on your visibility in the resource tree.

If your administrator has enabled the “Allow initiation of chat with all visible resources” option for your user type, you can initiate chats with any resource you can see, not just those in Collaboration Groups or Favorites. This includes mobile workers, dispatchers, supervisors, and administrators.

Note: If you are using the iOS mobile application, you can also send or reply to one-to-one Collaboration messages using Siri voice commands. This allows you to communicate hands-free while your route is active. Voice commands are available only on iOS devices and are not supported for helpdesk, group messages, or broadcasts.

Start a One-on-One Chat:

1. From the Collaboration window, click the new conversation icon.
2. In the search box, type the name of the user you want to chat with.
3. You can search for any user visible to you in the org structure.
   • Select the user and type your message in the chat window.
4. Press Enter to send.

Start a Group Chat:

1. From the Collaboration window, click the new conversation icon.
2. Click Group Message.
3. Select recipients from one of the following:
   • Collaboration Group
   • Favorite Groups
   • Visible Resources
     • You can select the entire resource tree, a specific org unit, or a bucket.
     • A dash (–) in the selection box indicates that some, but not all, resources in that structure are selected.
4. Click Next, then choose Conference or Broadcast depending on the type of group chat you want.
5. Enter your message and click Send.

During a Group Chat:

• Only the initiator of the chat can add users from their visible resources.
• Other participants can add members only from their Collaboration Groups, even if they also have the “visible resources” permission.

Note:

• If your organization prefers open communication across all resources, administrators can enable chat for everyone by linking a Collaboration Group to the root org unit and granting the “initiate chat with visible resources” permission.

• For targeted communication, supervisors and dispatchers can start chats directly with their visible teams without needing preconfigured groups.