Module Documentation
CH
Team Chat Guide
Internal collaboration and customer-facing channel operations with scoped access and handoff controls.
AgentsTeam LeadsManagersClient Support Teams
Business Outcomes
What this module is designed to deliver for tenant teams and client operations.
Enable client-scoped communication channels safely
Support bot-assisted intake with controlled agent handoff
Core Capabilities
Primary module functionality available to authorized users.
- Groups and DMs for internal collaboration
- Client-scoped customer channels
- Availability-aware agent handling support
- Optional bot kickoff with human handoff
- Conversation queue, activity, and workbench views
Workflow Blueprint
Typical operational sequence used by delivery teams.
Route
Direct chat into appropriate client/LOB channel.
Engage
Bot or agent picks initial interaction.
Assist
Escalate and hand off based on complexity.
Resolve
Capture outcome and close thread.
Review
Analyze volume, handling, and gap patterns.
Governance And Measurement
Key control signals and guardrails used to monitor healthy module operations.