Team Chat and Video Calls in CRM

Your team talks in personal messengers: client agreements get mixed up with family chats, files get lost, and when an employee leaves, the conversations leave with them. A chat inside the CRM solves this: the conversations belong to the company, a message becomes a task in one click, and a call with a client starts from their card.

Chats, groups and channels

In the “Chats” section, you create a direct chat, a group, a channel or a conference. Groups and channels can be open or private; open channels are listed in a catalog, and employees join them on their own. A group has an owner and admins, and its settings define who adds members, who can post and who changes the look. Every employee has “Saved messages,” a chat with themselves for notes.

Folders work like in Telegram: chats are sorted into them manually or automatically — all direct chats, all groups, all channels — and you can leave out muted and read chats.

Messages

• Replies and quotes: reply to a message right in the feed, or quote a selected piece of text.
• Reactions, formatting and pinning: bold, italics, code, lists; you can pin a message or a whole chat.
• Mentions: @name for a colleague and “@all” for the whole chat.
• Forwarding: up to 100 messages at a time; you can edit and delete your own messages.
• Translation: a colleague's message in another language is translated with the “Translate” button.
• Read receipts: “Read by 5 of 8,” plus “online” and “typing…” statuses.
• Files up to 100 MB, uncompressed photos, and “Download all” as a single archive.

Voice messages are recorded right in the browser, up to five minutes long, and can be played back at a faster speed; under the message, there's “Show transcript.”

Search covers all chats, with filters by author, period and folder, and the chat info gathers members, pinned items, files and links. On a computer, the “AI suggestions” button offers three reply options in the workspace's language.

Tasks from conversations

Agreed on something in a chat? Click “Create task” on the message. Every task has its own “Discussion”: the task's participants talk there, and the system posts on its own when the status, deadline, assignee or checklist changes. In the chat list, these discussions are collected under “Task chats.” Projects have a “Project discussion,” with the option to hide the history from new members.

The # symbol in a message inserts a link to a company, contact, lead or deal, and a link to a CRM record expands into a card with its status, stage and amount. Only people with access to the record see its name; everyone else sees “No access to this record.” More on tasks in our article on CRM tasks and reminders.

Department chats

In the company structure, a department's chats are linked to it, and a new employee in the department is added to them automatically, with no invitations. For more on the structure and on substitutes during vacations, see our article on company structure in CRM.

Calls and conferences

Every chat has voice and video calls with screen sharing and “Grid,” “Speaker” and “Screen” layouts. After a call, the feed keeps a marker with its duration or “Missed call,” and before an important call you can run a “Connection check.”

For bigger meetings, there's “New conference”: for employees only, via a link, or via a link with a password. Guests don't need an account, and you can let them in manually from a waiting room. There's “Raise hand,” reactions and a “Call chat” that guests can see too. By default, the administrator can create conferences.

emyMeet: a client meeting from the card

The free emyMeet app in the marketplace adds a “Conference” button to company, contact, lead and deal cards. The client joins via a link in the browser without signing up; there's screen sharing, background blur and images, and file sharing up to 100 MB. emyMeet meetings are included in the call report.

After the meeting, the card's feed shows a transcript of the conversation by participant and a summary, so nobody has to retell the agreements by hand.

Who sees the conversations

Only a chat's members can see it. Employees edit and delete their own messages, and the administrator can delete other people's; a deleted message disappears for everyone, and the log records who deleted it. A group chat can be deleted by its owner or an admin; direct chats can only be hidden. Files open via temporary links.

On your phone

Chats, folders, groups and conferences are also in the emyCRM mobile app for iPhone and Android, with push notifications. Read more in our article on the CRM mobile app.