Internal Chat (Conversations)

Required permissions: Internal Chat (Conversations) > Launch Internal Chat (Conversations), Digital Engagement employee profile attribute

Internal Chat (Conversations) lets you chat with other NiCE CXone users. You can chat one-on-one and in groups. When you open Internal Chat (Conversations), three lists appear on the left:

• Favorites: Users you've pinned to the top of Internal Chat (Conversations) for easy access. You can have up to 10 favorites.

• Recent Messages: Your latest one-on-one and group conversations.

• Groups: Group conversations you're part of. Each group can have up to 50 members. This list displays your 10 most recent groups.

Conversations with the most recent activity appear at the top of each list. Use the search bar at the top of Internal Chat (Conversations) to search for additional conversations. You can search for people, groups, and limited message content. Search results may open the conversation but not jump directly to the exact message.

To open Internal Chat (Conversations), click the app selector and select Internal Chat (Conversations) . To allow agents to use Internal Chat (Conversations) in NiCE CXone Agent Workspace (Agent), enable it for the desktop profile for their role.

Start New Direct Messages

You can start one-on-one conversations with other NiCE CXone users.

1. In NiCE CXone, click the app selector and select Internal Chat (Conversations) .

2. Click Start a Direct Message .

3. Search for and select the user you want to message.

4. Draft your message at the bottom. You can Bold , Underline , and Italicize text.

5. To attach files, click Attach files . Select or drag and drop files into the message area. You can attach up to 10 files. Each file can be up to 25 MB. You cannot send video files. You can preview files before sending them.

6. When your message is ready, click Send.

Favorite Users

You can favorite a user to pin them to the top of Internal Chat (Conversations). This is only available for direct messages, not groups.

1. Open a direct message in Internal Chat (Conversations) .

2. Click the star in the top right.

If you favorite a user listed under Recent Messages, they are removed from the Recent Messages section. They appear in the Favorites section instead.

Create Groups

You can start group conversations with other users.

1. In NiCE CXone, click the app selector and select Internal Chat (Conversations) .

2. Click Create Group next to the Groups list on the left.

3. Enter the New Group Name.

4. Use Add Member to search for and select users.

5. Click Create.

Additional Group Tasks

From the Options menu in the top right of a group conversation, you can:

• Add members: Click Add/Remove Member. Use Add Member to search for and select users. Then click Update.

• Remove members: Click Add/Remove Member. In the list of group members, click Remove next to the members you want to remove. Then click Update.

• Edit the group name: Click Edit group name. Change the Group Name. Then click Update. When you change the name of a group, it changes for all the members of that group. Newly added members may need to refresh to see the updated group name.

• Leave the group: Click Leave Group. When you leave a group, the group disappears from your Groups list. You lose access to new messages in that group.

View Status

A status appears next to each user in Internal Chat (Conversations) . Statuses include:

• Online

• Offline

View Notifications

Notifications for new messages in Internal Chat (Conversations) appear when you are online and active in NiCE CXone. You see:

• A pop-up in Internal Chat (Conversations).

• The message listed in Notifications in Internal Chat (Conversations).