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Team Chat

Team Chat

Simplify customer service and internal collaboration by using Ulka Chat's Team Chat for both customer interactions and team communication.

Overview

Team Chat enables internal communication among team members, separate from customer conversations. Use Team Chat to collaborate on customer issues, share knowledge, ask questions, and coordinate responses without leaving Ulka Chat.

Getting Started

Accessing Team Chat

Access Team Chat from the main navigation.

  1. Click Team Chat in the main menu
  2. View your team chat workspace
  3. See available channels and direct messages

Understanding Team Chat Structure

Channels:

  • Public Channels: Visible to all team members
  • Private Channels: Invitation-only channels
  • Direct Messages: One-on-one conversations

Default Channels:

  • General: Company-wide announcements and general discussion
  • Customer Support: Discuss customer support issues
  • Sales: Sales-related discussions
  • Technical: Technical discussions and troubleshooting

Channels

Creating Channels

Create channels for specific topics, teams, or projects.

  1. Click + Create Channel in the channels sidebar
  2. Enter channel name (lowercase, no spaces)
  3. Choose channel type:
    • Public: All team members can join
    • Private: Only invited members can join
  4. Add description (optional)
  5. Click Create

Channel Naming Best Practices:

  • Use lowercase with hyphens: customer-support, product-updates
  • Be descriptive: urgent-issues instead of urgent
  • Include prefixes for organization: team-sales, project-website

Joining Channels

Join public channels or accept invitations to private channels.

Public Channels:

  1. View available public channels in the sidebar
  2. Click a channel name to join
  3. You're automatically added to the channel

Private Channels:

  1. Receive invitation notification
  2. Click Accept in the notification
  3. Or go to Team Chat > Invitations
  4. Accept the channel invitation

Leaving Channels

Leave channels you no longer need.

  1. Right-click on channel name in sidebar
  2. Click Leave Channel
  3. Confirm the action

Note: You cannot leave the General channel (default channel).

Channel Settings

Manage channel settings and preferences.

  1. Click channel name to open it
  2. Click Channel Settings (gear icon)
  3. Configure:
    • Channel Name: Edit channel name
    • Description: Update channel description
    • Privacy: Make channel public or private
    • Notifications: Configure channel-specific notifications
    • Members: View and manage channel members
  4. Click Save

Messages

Sending Messages

Send messages in channels or direct messages.

  1. Select a channel or direct message
  2. Type your message in the message input
  3. Press Enter to send

Message Features:

  • Formatting: Use markdown for formatting
  • Mentions: Mention team members with @username
  • Emojis: Full emoji support
  • Files: Attach files and images
  • Links: Automatically previewed

Formatting Messages

Use markdown to format messages.

Bold: **text** → text Italic: *text* → text Code: `code` → code Code Block: ```code``` Links: [text](url) → text Lists: Use - or * for bullet lists, 1. for numbered lists

Mentioning Team Members

Mention team members to notify them.

  1. Type @ followed by username
  2. Select from autocomplete suggestions
  3. Mentioned members receive notifications

Mention Types:

  • @username: Mention specific user
  • @channel: Notify all channel members
  • @here: Notify online members in channel

Attaching Files

Attach files and images to messages.

  1. Click the Attachment icon in message input
  2. Select file from your computer
  3. Add message (optional)
  4. Click Send

Supported File Types:

  • Images: JPG, PNG, GIF (up to 10MB)
  • Documents: PDF, DOC, DOCX, XLS, XLSX (up to 50MB)
  • Archives: ZIP, RAR (up to 50MB)

Reacting to Messages

React to messages with emojis.

  1. Hover over a message
  2. Click the React icon
  3. Select an emoji or search for one
  4. Your reaction appears below the message

Common Reactions:

  • 👍 Thumbs up (approval)
  • ❤️ Heart (like/love)
  • ✅ Checkmark (done/confirmed)
  • 🎉 Celebration (congratulations)
  • ❓ Question (need clarification)

Replying to Messages

Reply to specific messages for context.

  1. Hover over a message
  2. Click Reply icon
  3. Type your reply
  4. Your reply is threaded under the original message

Thread Benefits:

  • Keeps related messages together
  • Reduces channel clutter
  • Easier to follow conversations

Editing and Deleting Messages

Edit or delete your messages.

Editing:

  1. Hover over your message
  2. Click Edit icon
  3. Make changes
  4. Press Enter to save
  5. Edited messages show "(edited)" indicator

Deleting:

  1. Hover over your message
  2. Click Delete icon
  3. Confirm deletion

Note: Only your own messages can be edited or deleted (unless you're an Admin).

Searching Messages

Search for messages across all channels and direct messages.

  1. Click the Search icon in top navigation
  2. Enter search terms
  3. Filter by:
    • Channel: Specific channel or all channels
    • Date Range: Filter by date
    • Author: Messages from specific users
  4. View search results
  5. Click a result to view in context

Message History

All messages are stored and searchable.

  • Messages are retained based on your subscription plan
  • Search works across all historical messages
  • Export message history if needed

Direct Messages

Starting Direct Messages

Send private messages to team members.

  1. Click Direct Messages in sidebar
  2. Click + New Message
  3. Search for team member by name
  4. Select the team member
  5. Type and send your message

Or:

  • Click on a team member's name anywhere in Team Chat
  • Select Send Message
  • Start typing

Direct Message Features

Direct messages include:

  • Real-time messaging
  • File attachments
  • Message history
  • Read receipts
  • Typing indicators

Same features as channels but private between two people.

Notifications

Channel Notifications

Configure notifications for each channel.

  1. Right-click on channel name
  2. Select Notification Settings
  3. Configure:
    • All Messages: Notify for all messages
    • Mentions Only: Notify only when mentioned
    • Nothing: No notifications
    • Custom: Custom notification rules
  4. Click Save

Team Chat Notification Preferences

Set global Team Chat notification preferences.

  1. Go to Settings > Notifications > Team Chat
  2. Configure:
    • Direct Messages: Notify for all direct messages
    • Mentions: Notify when mentioned
    • Channel Activity: Notify for channel activity
  3. Click Save

See Notification Settings for detailed information.

Integration with Live Chat

Discussing Customer Conversations

Use Team Chat to discuss customer conversations without leaving Ulka Chat.

  1. Open a customer conversation
  2. Click Share in Team Chat
  3. Select channel or direct message
  4. Conversation context is automatically included
  5. Team members can view and discuss

Benefits:

  • Get help from colleagues
  • Share knowledge about customer issues
  • Coordinate responses
  • Escalate complex issues

Using Internal Notes

Add internal notes to customer conversations visible only to team.

  1. Open a customer conversation
  2. Click Add Note
  3. Type your internal note
  4. Notes are visible to all team members with access
  5. Use notes to document context and decisions

Best Practices

Channel Organization

  • Use Descriptive Names: Name channels clearly
  • Set Clear Purpose: Add descriptions explaining channel purpose
  • Archive Old Channels: Archive channels no longer in use
  • Limit Channel Count: Don't create too many channels (aim for 10-15)

Communication

  • Be Clear and Concise: Keep messages focused
  • Use Threads: Use threads for extended discussions
  • Mention Appropriately: Don't overuse mentions
  • React Instead of Reply: React with emojis for simple acknowledgments

Collaboration

  • Share Knowledge: Use Team Chat to share solutions and tips
  • Ask Questions: Don't hesitate to ask for help
  • Respond Promptly: Respond to mentions and direct messages quickly
  • Document Decisions: Use channels to document team decisions

Privacy

  • Use Private Channels: Use private channels for sensitive discussions
  • Direct Messages: Use direct messages for personal conversations
  • Be Respectful: Maintain professionalism in all communications

Keyboard Shortcuts

Use keyboard shortcuts for faster navigation.

  • Ctrl+K or Cmd+K: Quick switcher (channels, DMs, search)
  • Ctrl+/ or Cmd+/: Show keyboard shortcuts
  • Esc: Close current window/dialog
  • ↑: Edit last message
  • Ctrl+Enter or Cmd+Enter: New line in message

Mobile Access

Access Team Chat on mobile devices.

  1. Open Ulka Chat on mobile browser
  2. Navigate to Team Chat
  3. All features work on mobile:
    • Send messages
    • View channels
    • Direct messages
    • File attachments
    • Notifications

For best experience, use mobile browser or check if a mobile app is available.

Troubleshooting

Not Receiving Notifications

  • Check notification settings for the channel
  • Verify browser notifications are enabled
  • Check quiet hours and do not disturb settings
  • Ensure you're mentioned (for mention-only notifications)

Can't Find Messages

  • Use search to find messages
  • Check if you're viewing the correct channel
  • Verify message wasn't deleted
  • Check date filters if applied

Can't Join Channel

  • Verify channel is public or you have invitation
  • Check your permissions
  • Contact channel admin for private channels

Support

Need help with Team Chat? Visit our Help Center (opens in a new tab) or contact support@ulka.chat.

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