Team inbox

Internal chat for your team — direct messages, channels and threads, kept apart from customers.

Team Inbox is where your team talks to each other. It's separate from the customer inbox: customers never see it, and it doesn't mix with customer threads. Open it from the chat icon in the top bar.

Conversations#

Direct messages — one-to-one or with a few people.
Channels — named, topic-based conversations, either public (anyone in the organisation can browse and join) or private (members only).
Threads — reply to a message to keep a side discussion out of the main channel.

The sidebar gathers Unreads, Threads you follow, Activity (mentions, replies and reactions), Later (messages you've saved), and Drafts & sent.

Features that save time#

Feature	What it does
Mentions	`@name` pulls a teammate in; it shows in their Activity
Reactions	Acknowledge without another message
Pins and bookmarks	Keep the important message or link at the top of a conversation
Saved for later	Park a message and set a reminder
Scheduled sends	Write now, deliver later — edit, cancel or send early
Status and presence	See who's online and set a custom status
Notification preferences	Quiet hours, sounds and do-not-disturb

Talking about records#

Paste or link a record — a policy, a claims case — into a message and your teammates can open it straight from the thread. For example, in a #renewals channel:

@Srinivas Ananya wants her mother added — can you check the floater limit? — On it. Quote's drafted, sending by noon.

Guests#

Invite someone from outside the company — an insurer's contact, a freelancer — with the system Guest role. Guests only see the Team Inbox conversations they're added to. They don't get access to your records, the customer inbox or anything else. See Roles and permissions.

Through the API#

Team Inbox has the largest API surface in klerc, under /docs/api/team-inbox. A few of the endpoints:

POST /team-inbox/dm starts a direct message;
POST /team-inbox/channels creates a channel;
POST /team-inbox/threads/{id}/messages sends a message;
POST /team-inbox/scheduled schedules one for later.

json

{ "name": "renewals", "visibility": "private" }

Scopes are team_inbox:view, team_inbox:send and, for managing channel members, team_inbox:manage.