Create a new chat based on a user
You can create a chat based on a WorkZone user's detail page and add case and/or document references to the chat. You can only add chat references to cases or documents that you have read access to.
New chats are by default created as unretained chats and will therefore automatically be deleted after a predefined retention period if there is no activity on the chat. Any activity (for example posting new messages) on a chat will reset the retention period.
WorkZone users that are currently online are displayed with a green dot to the right of the user name while WorkZone users that are currently offline are displayed with a gray dot. You can still send offline WorkZone users chat messages.
- In the ribbon on the contact detail page for the user you want to start chatting with, click
New chat open the Start new chat form. - In the following fields of the Start new chat form:
- Participants field: The current WorkZone user is already added but you can select more participants if necessary. You can add or remove participants later if necessary
- Title field: Enter a title for the chat. The default title is the username and user ID.
- Description field: Enter a description of the chat.
- Cases field: Select a case reference to the chat. If the drop-down list contains too many options, enter the case number, case title, or case handler to filter the drop-down list.
This step is optional and you can select multiple case references to associate with the chat. - Documents field: Select a document reference to the chat. If the drop-down list contains too many options, you can enter the document number or document title to filter the drop-down list.
This step is optional and you can select multiple document references to associate with the chat. The document references do not need to be documents on the selected case references.
- Click Save to create the new chat and open the chat window.
See Also
Activate and/or remove chat retention
Remove a reference from a chat