Agents Chat — internal conversations
Agents Chat is the team's internal channel: direct conversations and #groups that live inside the same service Inbox, but that never leave agents2.me. No customer sees them, no webhook fires, no provider channel is involved.
It is the place to discuss a case, warn the team about a difficult customer, or bring three people into a subject — without opening a tool outside the product.
Agents Chat is an optional feature, enabled per company in Settings → General. When it is off, it does not appear in the Inbox.
Two types of conversation
| Type | What it is |
|---|---|
| Direct conversation (DM) | A 1:1 conversation between two workspace users |
| #group | A named channel, created with the members you choose |
Both appear in the same Inbox list, with the same features for reading, unread, search, pin, and mute.
Creating
- In the Inbox, open New conversation.
- Choose New conversation (DM) and the person — or New group.
- In the group, give it a name and choose the members.
The group name follows the channel pattern: lowercase letters, numbers, -, and _, with 2 to 80 characters, and it always appears as #nome. It is the name the team uses to refer to the subject, not a free title.
Managing a group
| Action | Who can |
|---|---|
| Rename, change the group photo, add members, remove a member | Group members |
| Leave the group | Any member |
| Create a DM or group | Those with creation permission in the Inbox |
Each member has a role — owner or member — and the member list shows presence (online, away, busy, offline) and each person's custom status (icon and note, when set).
Mentions
Inside a group, use @ to mention someone: the people picker searches the workspace users and the mention draws the attention of whoever needs to reply — without turning the group into a billboard.
Why keep it separate from service
| Need | Where to solve it |
|---|---|
| Talk to the customer | Channel conversation (WhatsApp, Instagram, web chat…) |
| Record a comment about the customer conversation, visible only to those serving | Whisper mode |
| Protect the content of a customer conversation from the rest of the team | Private mode |
| Coordinate internally, with no customer in the middle | Agents Chat (DM or #group) |
Best practices
- Use #groups by subject or by account, not by department: the group dies when the subject ends, the department does not.
- Prefer the whisper when the subject belongs to the customer conversation — that way the history stays in the right place.
- Review the members of a sensitive group; leaving is easy, but whoever already read, read.
- Agents Chat appears in reports as its own channel — internal messages do not mix with customer-service metrics.