Internal Team Chat in the Softphone

Internal team chat lets your agents communicate in real time without leaving the CTM platform. Internal team chat is included in the Sales Engage, Enterprise, and Connect plans. 

Note: This feature is only available when using the softphone via your web browser. It is not available on the CTM App. The call between agents will be billed to both outbound and inbound agents. 

To use the internal team chat feature, you must have an assigned Tracking Number in your profile. How to assign a Tracking Number:

1. Click on the drop-down arrow in the right corner to open the Account Details.
2. Click on Profile.
3. Scroll to the Agent Contact section and choose a Tracking Number from the Tracking Number drop-down.
4. Click the Save Changes button.

How to Turn On Internal Team Chat 

Navigate to Settings >  Account Settings Behaviors > Softphone and toggle on Allow agents to see each other and chat. Next, click Update Features to save this setting.

To use internal team chat, click the Team icon, then type in the name of the individual you want to contact. Click on the name to send them a message, or click the phone button to call them.