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Team conversations let you collaborate privately with your team, through internal notes, right inside the inbox. Use them to get approvals, assign tasks, or discuss a message without replying to the customer.
What you can use team conversations for
- Getting approval before replying
- Asking for support or guidance
- Assigning tasks to team members
- Discussing sensitive issues internally
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Note All team conversation messages stay private within your team. |
How to start a team conversation
1. Open the message you want to discuss.
2. Click the team conversation icon under the message.
3. A panel opens on the right where you can add internal notes.
How to mention a teammate
1. In the text field at the bottom of the panel, type @ and select the teammate you want to notify.
2. Type your comment or question.
3. Click the paper plane icon to send the note.
Your teammate gets a notification in Vista Social. The customer never sees internal notes.
How to get help from Vista in a team conversation
1. In the text field at the bottom of the panel, type @ and choose Vista.
2. Write your question or request and click the paper plane icon.
3. Vista reads the message and replies in the same thread.
While the thread is just you and Vista, you can keep replying without mentioning Vista again. Once a teammate joins, mention @Vista to bring it back in. For example: "@Vista if this lead doesn't reply in 48 hours, how should we follow up?"
How team conversation threads work
Internal notes appear in a yellow box that shows who wrote them and when. Teammates can reply in the same thread to keep the discussion organized.
Frequently Asked Questions
Q: Can customers see team conversation messages?
A: No. Team conversation messages are private and only visible to your team.
Q: How do I notify a teammate in a conversation?
A: Type @ in the text field at the bottom of the panel and choose the teammate. They get a notification in Vista Social.
Q: Can I get help from Vista in a team conversation?
A: Yes. Type @ and choose Vista. Vista reads the message and replies in the same thread, and the customer never sees it.
Need help?
Reach out to our support team, and we are happy to help.
Related Reading:
Getting started with the Social Inbox
How to use internal notes in the Inbox
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