The WorkZone Chat Window

The WorkZone Chat window contains the overview of respective chat as well as the chat messages and chat settings. The contents of the chat window will depend on where it is opened from: a case, document, or from an internet browser.

Opening the chat window

The chat window can be opened from the bottom of the browser page by clicking WorkZone Chat at the bottom of the browser window or from the Chats detail tab on the case detail page or document detail page.

From the bottom of the browser page

If you open the chat window from the bottom of the browser page, all chats you participate in will be displayed in your chat window. If you open the chat window from a case or document detail page, only the selected chat will be displayed in the chat window.

From the Chats detail tab

You can open a chat window from a Chats detail tab in three ways:

Double-click the chat in the list in the Chats detail tab
Select the chat in the list in the Chats detail tab and click Preview
Right-click the chat in the list in the Chats detail tab and select Preview

Tip: Drag the Chat window to other locations in the browser window if the window blocks your access to important elements or fields. The location will be reset when you close the window and a new chat window will be placed in the lower part browser window again.

If the chat window is open, the window will display the selected chat in the Chats detail tab.

Chat window elements

The chat window is split into two areas: a chats overview (the right pane) and chat message area (the left pane).

Chats overview (right pane)

The chats overview is always displayed and lists the current chats associated with user, case, or document, depending on from where and how the chat window is opened.

Chat windows opened from the Chats detail tab on the case detail page will display the selected chat and are labeled Selected chat.
Chat windows opened from the Chats detail tab on the document detail page will display the selected chat only and are labeled Selected chat.
Chat windows opened from the Chat icon in the bottom of the browser window will display all your chats only and are labeled Recent chats.

Chat status in the overview

You can see the general status of the chats in the chats overview pane. Chats that contain unread messages are displayed in bold in the chats overview and the status of the chat participants is indicated to the left of the chat title:

Icon	Description
	White dot The chat contains no participants
	Grey dot All participants in the chat are offline
	Green dot All participant in the chat are online
	Multicolored dot The chat contains a mix of online and offline participants

Note: If you close the chats overview, the chat message area will also be closed.

In the chats overview, you can:

Create a new chat
Delete an existing chat
Edit an existing chat
Change the chat session type
Refresh the chat window
Toggle the chat retention status
Toggle the chat notification settings for you only.
Open the chat message area for a selected chat

Chat message area (left pane)

The chat message area displays the actual chat messages of the chat. The chat message area can be closed independently of the chats overview area.

In the chat message area, you can:

Read newly received chat messages.
Create and send new chat messages to all participants.
Add new WorkZone users as participants to the chat.
Remove existing participants from the chat, including yourself.
Manually refresh the participants list.
Add new case and/or document references to the chat.
Remove existing case and/or document references from the chat.
Manually refresh the list of case and /or document references.

The chat message area contains three tabs:

Conversation: Displays chat messages. You can post and read chat messages in this tab as well as add case references, document references, and participants to the chat.
Participants: Displays chat participants. You can manage the chat participants in this tab, add new or remove existing participants to the chat.
References: Displays any case or document references. You can manage case or document references in this tab, add new or remove existing references from the chat.