Company Chat is how you talk to the people in the company. Several tickets cannot be resolved without it, because confirming a fix with the user is part of the fix.
Open it
Select the speech-bubble icon in the top right of the app. Its label is Company Chat, and the panel itself is headed Company Chat.
Find someone
The panel is organised as Pinned, Recent and Contacts, with the full COMPANY DIRECTORY underneath. Search with Search users…
Select a person to open the conversation, then type into Type a message…
There are also quick replies available, for the common things you say over and over.
The company group chat
Alongside the individual conversations there is a company-wide group chat with the whole company in it. Most of it is noise.
It matters for outages. Posting an announcement there, with an ETA, is how some outage tickets get resolved. Telling one person the network is down does not scale, and the ticket knows that.
Pin, delete, and clean up
The options on a conversation are Pin chat and Unpin chat, Delete chat, and Delete all chats.
Delete all chats asks first: Delete all recent chats? This can’t be undone.
Pinned conversations sit at the top under Pinned, which is worth using for anyone you are mid-ticket with.
Calls from chat
A conversation has Start voice call and Start video call. These are separate from the Voice Call control in the top bar and are not counted against the daily call allowance. The only thing that stops you starting one is already being on a call.
When somebody will not reply
If the person is locked out of their account, they cannot answer in chat either. The panel says so: {name} is locked out of their account, so they can’t reply on Company Chat.
For those, restore access first, or use one of the two other routes: call them, or send the temporary password to their manager to pass on. The ticket offers both when it applies.
Undelivered messages
A message that did not go through shows Not delivered — send it again. Send it again.