Internal chat allows for your agents to communicate with one another via live chat without leaving the CallTrackingMetrics platform. Once enabled, you will see an “Internal” tab pop up in your softphone panel, where you can view agent availability and select which agent you want to message with.
Internal chat is included on the Contact Center plan, but you must have purchased chat licenses in order to utilize the chat feature. The users who have chat licenses assigned to them will be able to use internal chat, provided the Administrator has granted access.
How to Turn On Internal Chat
Go to Account Settings → Behaviors and toggle “ON” where it says “Allow agents to see each other and chat.” Make sure to select Update Feature to confirm the change.
Note: You need to be on the same network as the party you are interacting with in order to make a voice call via internal chat. Text chat should work internally across the web, regardless of network.