Multi-Channel Chat
Last updated: 2026-06-01
Multi-Channel Chat is Biz1’s **team inbox** for customer conversations. Your agents work inside the CRM and can reach customers through email, WhatsApp, SMS, internal notes, video, and more — all from one thread on the customer record.
What it is
When you open a customer in Biz1, the **Chat** tab is your command center for that relationship.
Every message — whether sent by email, WhatsApp, or the internal messenger — appears in the **same conversation history**. Agents do not need to switch apps or lose context.
Multi-Channel Chat is for **your team**, not for website visitors. Customers receive messages on their phone, email, or WhatsApp; agents always work from Biz1.
Where to see it
| Location | What you find there |
|----------|---------------------|
| **Customer profile → Chat tab** | Full message history and all action buttons (email, WhatsApp, SMS, etc.) |
| **Left sidebar → Chat** | Quick list of conversations, search, and group chats |
| **Combo meeting** | Related client-connection features (if enabled on your account) |
The **Chat tab** on a customer only shows for users who have **Customer Chat** permission.
Features
Built-in channels and actions
From the chat toolbar on a customer, agents can use the following (each can be turned on or off in settings):
| Feature | What it does |
|---------|--------------|
| **Send message** | Add a note to the customer’s Biz1 messenger thread |
| **Send email** | Send a full email to the customer’s email address |
| **Quick email** | Send email using a saved template |
| **WhatsApp** | Send WhatsApp messages; use quick templates if WhatsApp is connected |
| **SMS** | Send a text message (requires SMS on your plan) |
| **Facebook** | Available when the customer has a Facebook chat ID on their record |
| **Send mission** | Create a task/mission linked to the conversation |
| **Video call** | Start a video call with the customer |
| **Screen recording** | Record the screen and attach it to the chat |
| **Message box** | Send through the message-box channel when configured |
Custom channels
Owners can add **custom channels** with their own name, icon, and webhook. When an agent sends through a custom channel, Biz1 can notify an external system you connect.
Manage custom channels in **Settings → Chat settings → Channel Settings**.
Conversation history
- All channels feed into **one timeline** per customer. - Agents see who sent what and when. - Search is available from the sidebar chat panel. - **Group chats** can be created if the team member has permission.
Notifications
Team members can receive pop-up and sidebar alerts for:
- New client messages - WhatsApp messages - Email - Internal messenger - Group chat messages
Configure these under **Settings → Permissions** and notification preferences per user.
How to set it up
Step 1 — Confirm it is on your plan
**Client chat / messenger** is included on the Biz1 free plan.
Optional add-ons:
| Add-on | Free plan |
|--------|-----------|
| Core client chat | Included |
| WhatsApp in chat | Limited (500 conversations/month) |
| Full WhatsApp module | Paid |
| SMS | Paid |
See FREE_PLAN_MAP.md for full plan details.
Step 2 — Enable org modules (owner)
In **Settings**, make sure these org modules are on if you need them:
- **Combo meeting** — related client-connection features - **WhatsApp** — for WhatsApp button in chat (integration or full module)
Step 3 — Give team members access
Go to **Settings → Permissions** (per team member or role):
1. Turn on **Customer Chat** — shows chat in the sidebar and the Chat tab on customers. 2. Optionally turn on **Let create group chat** — allows creating group conversations. 3. Set notification permissions as needed (new client message, WhatsApp, email, etc.).
Users without Customer Chat permission will not see the Chat tab or sidebar chat.
Step 4 — Configure which buttons appear (owner / admin)
Open **Settings → Chat settings**.
Toggle each channel on or off:
| Setting | Controls |
|---------|----------|
| Email | Email button |
| WhatsApp | WhatsApp button |
| SMS | SMS button |
| Quick email | Quick template email button |
| Biz1 | Biz1 internal channel |
| Video Call | Video call button |
| Screen recording | Screen record button |
| Send message | Messenger / notes button |
| Send mission | Create mission from chat |
Click **Save**.
Step 5 — Add custom channels (optional)
In **Chat settings**, scroll to **Channel Settings**:
1. Click **Add Channel**. 2. Enter name in English and Hebrew. 3. Enter a **webhook URL** for your external system. 4. Upload an icon. 5. Save.
Use the active/inactive toggle in the channel list to turn custom channels on or off.
Step 6 — Connect external services
For each channel to work, the related integration must be set up:
| Channel | Setup location |
|---------|----------------|
| **Email** | Settings → connect email accounts |
| **WhatsApp** | Settings → WhatsApp module or integration |
| **SMS** | Requires SMS on your plan |
| **Facebook** | Customer record needs Facebook chat ID |
Daily use — agent workflow
1. Open a **customer** (from folders, search, or a notification). 2. Click the **Chat** tab. 3. Read the full history — email, WhatsApp, notes, and attachments in one place. 4. Type a reply or click a channel icon (WhatsApp, email, etc.). 5. Optionally **create a mission**, start a **video call**, or **record the screen**. 6. Follow-up messages stay in the same thread.
For quick access without opening a customer first, use **Chat** in the left sidebar.
Plan & permissions summary
| Item | Details |
|------|---------|
| Who configures | Account owner or admin |
| Who uses it | Team members with Customer Chat permission |
| Where configured | Settings → Chat settings, Settings → Permissions |
| Free plan | Client chat included; WhatsApp capped; SMS not included |
More detail: FREE_PLAN_MAP.md · PERMISSIONS_MAP.md
