Chat with users within your account or your SoftwareOne account team.
Chat lets you start a conversation with other users in your Marketplace account and your SoftwareOne account team.
It is available when the Helpdesk module is enabled for your account. The following chat types are supported:
Direct chat – Represents a one-to-one conversation with another user.
Group chat – Represents a conversation with multiple users.
Case chat – Represents a chat that is created automatically for a support case.
Chat conversations are limited to active users within the same account. External users or users who are not part of an account cannot be added to a conversation. All chats stay saved, so you can return to them at any time.
Start a group chat with multiple users.
You can start a group chat with specific users in your account. When setting up the group chat, you can also add a group name and upload a logo.
To start a group chat:
Go to the Chats page.
At the top of your chat list in the left sidebar, select, then choose Group chat.
In Add group chat, do the following:
Select the people you want to add to the chat, then select Next.
Enter a name for the group and, optionally, upload a photo.
Select Add. A new chat conversation window opens.
Type your message in the text box and select Send or press Enter to send your message.
Find specific chats or messages in a chat.
There are two ways to use the search feature in Chat:
You can use the Search option in the left sidebar to locate a specific chat or group.
Additionally, you can use the magnifying glass icon within a specific chat to find what you are looking for.
To find a chat in your list of chats:
In the left sidebar, type a keyword in the Search box. You can find a chat by chat ID, name, or specific message. All chats that meet your search criteria are displayed.
Select the chat to open it.
To search for a specific message within a chat:
On the Chats page, open the desired chat conversation.
Select the magnifying glass icon .
Enter the keyword you want to find (for example, invoice).
Browse through the highlighted matching messages.
Select Close to close the search bar.
Add participants, edit the chat name, or leave a group chat.
If you are in a chat conversation, you can quickly add someone from your account to the chat. New users added to the chat can view all previous messages from the beginning of the chat.
To invite participants to a chat:
On the Chats page, open the desired chat conversation.
Select the actions icon (•••), then choose Add participant.
In Add participant, select the user you want to invite. You can select multiple users. When done, select Add.
To edit the chat name or logo:
On the Chats page, open the desired chat conversation.
Select the actions icon (•••), then choose Edit.
In Edit group chat, edit the chat group name and upload a new image as necessary.
Select Save.
To leave a group chat:
On the Chats page, open the desired chat conversation.
Select the actions icon (•••), then choose Leave.
In the Leave chat confirmation, select Leave to confirm.
Manage your messages in a chat conversation.
You can edit or delete any messages you have sent in a chat conversation. This applies to both direct chats and group chats.
Only the messages that you sent can be edited or deleted. You cannot edit or delete messages sent by others. Once a message is deleted, it cannot be recovered. Deleted messages show this text: This message was deleted.
There's no limit to the number of times you can edit a message. Edited messages include the word edited.
To edit or delete a message:
Open the Chats page.
Select the required chat conversation.
Find the message you want to edit or delete.
Select the actions icon (•••) at the top of the message.
Do the following:
To edit the message, select Edit. Type the new message in the text field, then select Confirm to send it.
To delete the message, select Delete. In the Delete message confirmation, select Delete to confirm.
Mute or unmute notifications for a chat.
You can turn off notifications for a specific chat by muting it.
Muted chats are indicated by a notifications off icon in your chat list. Once you've muted a chat, you'll continue to receive messages, but you won't receive notifications.
You can also unmute a previously muted chat if you change your mind.
To mute a chat:
On the Chats page, open the desired chat conversation.
Select the actions icon (•••) in the right pane, then select
In the Mute notifications confirmation, select Mute. You'll no longer receive any alerts for new messages.
To unmute a chat:
Go to the desired chat, then select the actions icon (•••).
Select Unmute.
In the Unmute notifications confirmation, select Unmute. The chat is unmuted, and you start receiving alerts again.
Start a conversation with another user or a member of your SoftwareOne account team.
A direct chat allows you to message any user in your account. You can also use it to reach a member of your SoftwareOne account team.
When sending a message, you can format it using options, such as bold, italics, and underline. You can also use styles and lists to organize your message and add links or images. Additionally, you can use rich text formatting or switch to source code (HTML editor).
To start a direct chat:
Go to the Chats page.
Do one of the following:
Select New chat, then choose Chat.
In the left sidebar, select, then choose Chat.
In Add chat, select the person you want to chat with, then select Add.
Type your message in the chat message field.
Select Send.
You can send a message to a member of the SoftwareOne account team only if they have enabled the chat option. If chat is not enabled, messaging is unavailable.
To start a chat:
Do one of the following:
On the Home page, look for the Account team widget. Then, select the chat icon for the person you want to chat with.
Go to Helpdesk > Account team. Then, under Actions, select Chat.
In the open chat window, type your message in the text field.
Select Send.