In this section:

  1. Types of Inboxes
    1. Notifications Box
    2. Chat Inbox
  2. Chat Sessions
    1. Host a New Chat
    2. Chat Statuses
    3. Chat Filters


a. Notifications Box

On your first login to Chatnels, you will see a quick tutorial covering the basics. After the tutorial, you will see a message in the left panel from the Auto Attendant. This is your Notifications Box. 

In the first message, you will see basic instructions on how to get started, how to use the app to set up Lines, and how to start a chat. As you use Chatnels, you will notice additional messages appearing to notify you about changes in your organization, for example: you’ve been added as Host of a Line, you’ve been promoted to an Admin in the organization, or you’ve been removed from a line.

b. Chat Inbox

The Notifications Box is found inside of your Chat Inbox. All inbound chats coming from your Direct Line, or Lines you are a Host of will appear in the Chat Inbox as a chat session. When new messages arrive, you will see a red notification bubble in the Inbox tab. You will also see ld messages that have ended, or of which you’ve dialed out of.  


a. Host a New Chat

To ‘host’ a new chat means to start a new chat from a Line or your Direct Line. 

Using the compose icon in the upper right of the Inbox list, open the ‘Host a New Chat’ popup. The status of the chat you host will show ‘In Progress’ to indicate that the chat has begun. 

During the chat you can invite additional participants using the conversation menu at the top right of each chat session, for example you can:

  1. Invite a member from your Organizational Hub
  2. Invite a person outside your organization using email or phone

You can also quick-select a group of participants based on your ‘Recent Chats’ and latest Line activity. 

b. Chat Statuses

Chat statuses are located at the bottom right corner of each chat session. It is used to indicate the stage and progression of the chat. 

The following are the chat statuses you can expect to see in your Inbox tab.

c. Chat Filters

You will also be able to filter and organize all your chat sessions based on the status of the session.

By using the chats filters, you can quickly see how many chats you have in each status or use it to filter and quickly locate a chat. For instance, you may want to see how many ‘Pending’ chats you have so you can quickly respond to them. Or you may want to see how many chats are ‘In Transfer’ in case they’re not being picked up right away.

The filters are as follows: