Discuss

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• Archive Channel – When a channel is no longer active, archive it (not delete).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.

The Discuss Module

Discuss is Quickenerp's built-in communication tool. It integrates messaging, email, notifications, and live chat into one interface. Unlike external tools (Slack, Teams), Discuss is deeply integrated with all business records – every message, note, and email is automatically linked to the relevant customer, order, project, or invoice.

Key Features

• Direct Messages – One-to-one chat with any colleague.
• Channels – Group conversations organised by topic, project, or department.
• Record Chatter – Contextual messaging on every business record (order, invoice, contact).
• Live Chat – Real-time chat with website visitors, routed to operators.
• Email Integration – Send and receive emails without leaving Quickenerp. Email threads are stored in the chatter.
• Notifications – @mentions, assignment alerts, and activity reminders.
• Mobile Apps – iOS and Android apps for on-the-go messaging and notifications.

Accessing Discuss

Click the Discuss app from the app switcher (☰). The interface is divided into three panels:

• Left Panel – Conversations list: Direct Messages, Channels, and the Live Chat inbox. Unread conversations have a bold name with a badge count.
• Center Panel – The selected conversation's message history. Newest messages at the bottom.
• Right Panel – Channel/chat details: members, pinned messages, attachments, and settings.

Discuss vs Email

Note: You can send emails directly from the chatter on any record – that email IS recorded in Discuss, keeping the history together.

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).