Discuss

Using Live Chat as an Operator

Receiving a Chat Request

• When a visitor starts a chat, a notification appears in Discuss (in the "Live Chat" inbox in the left panel).
• If you are not actively in Discuss, a desktop notification pops up (if enabled in your browser).
• Click the notification to open the chat.
• Quickenerp shows visitor context if available: pages they visited on your website, their IP address, and any previous chats.

Chatting with a Visitor

• Type your response and press Enter.
• Use canned responses by typing :shortcut and pressing Tab.
• Use rich formatting: bold, italic, lists, and links.
• Send attachments (files, images) by clicking the attachment icon.
• Click Transfer to transfer the chat to another operator (e.g. from sales to technical support).

Ending a Chat

• When the conversation is complete, click End Chat.
• The visitor sees a "Thanks for chatting" message.
• If enabled, a transcript is emailed to the visitor.
• The chat history is saved in Discuss for future reference.

Live Chat Reports

Go to Discuss > Reporting > Live Chat Analysis:

• Total chats, chats per operator, chats per day.
• Average response time (how fast operators reply).
• Average chat duration.
• Customer satisfaction ratings (if enabled – visitors can rate the chat after it ends).

Direct Messaging

Direct messages are private one-to-one conversations between you and another user.

Starting a Direct Message

1. In Discuss, click the + icon next to "Direct Messages" in the left panel.
2. Search for the colleague's name.
3. Click their name. A new conversation opens.
4. Type your message and press Enter (or click Send).

Messaging Features

• Text Formatting – Use Markdown: **bold**, *italic*, ~~strikethrough~~, `code`.
• @Mentions – Type @ followed by a name to notify that user. They receive a notification even if they are not in the conversation.
• Emoji Reactions – Hover over any message and click the emoji icon (😊) to react.
• File Attachments – Drag & drop files onto the message input area. Images are displayed inline. PDFs and documents are shown as download links.
• Link Preview – Paste a URL, and Quickenerp fetches a preview with the page title, description, and image.
• Reply to Specific Message – Hover over a message and click the reply icon (↩) to reply in a thread.
• Edit/Delete Messages – Hover over your own message and click the ⋮ menu to edit or delete. Edited messages show "edited" timestamp.

Notifications

• Unread messages show a bold name with a blue badge count in the left panel.
• The bell icon (top-right) shows all notifications: messages, @mentions, activity reminders, and system alerts.
• Configure notification preferences in your Profile: email, in-app, or both.
• Enable desktop notifications in your browser for real-time alerts even when Quickenerp is in a background tab.

Recent Discuss Improvements

• Threaded Replies – Conversations are now organised into threads. Reply to a specific message to keep related responses together.
• Inline Image Preview – Images in messages are displayed at full width, with a lightbox for larger view.
• Message Search – Use Ctrl+F within any conversation to search its message history.
• Voice Messages – Record and send voice messages directly from the mobile app.

Discuss Channels

Channels are group conversations. They can be public (anyone can join), private (invite-only), or linked to a specific record (channel document).

Channel Types

Creating a Channel

1. In Discuss, click the + icon next to "Channels" in the left panel.
2. Channel Name – Use a descriptive name (e.g. "Q4 Marketing Campaign"). Avoid special characters and spaces.
3. Description – Briefly explain the channel's purpose. This appears at the top of the channel view.
4. Privacy – Public (everyone can join) or Private (only invited members).
5. Email Alias – Optionally, set an email address (e.g. marketing@company.com). Emails to this address post to the channel. External participants can reply by email.
6. Click Save.

Channel Management

As a channel owner or administrator:

• Add Members – Click the "Members" tab in the right panel – "Add Members". Search for users and add them.
• Remove Members – Click the -- next to a member's name.
• Pin Messages – Hover over a message – ⋮ – "Pin". Pinned messages appear in the right panel for quick reference.
• Mute Notifications – Click the bell icon in the channel header to mute notifications for that channel.
• Leave Channel – Click the channel name – "Leave Channel". You stop receiving messages from it.
• Archive Channel – When a channel is no longer active, archive it (not delete). Archived channels are hidden from the list but can be unarchived later. Messages are preserved.

Channel Best Practices

• Use a consistent naming convention: #department-purpose (e.g. #sales-deals, #dev-bugs).
• Create channels for active projects and campaigns, then archive them when done.
• Use @channel or @all to mention everyone in the channel (use sparingly – it notifies everyone).
• For record-specific discussions, use the record's chatter rather than a channel – it keeps context directly with the record.