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In-App Chat Messaging

In-App Chat Messaging lets Portal users message their operations team directly from within a journey, and lets operations users respond from a single conversation hub, without either party leaving the platform.

In-App Chat Messaging is currently available on Journeys only, and only to Portal users with an open task on that journey. Extending availability to wider scenarios, along with notifications and further capabilities, is on the roadmap.

  • A messaging button is available on entity and journey pages for Portal users whose role has In-App Chat Messaging enabled, provided the Portal user has an open task on that journey.
  • Operations users with Conversation Access can see a filterable conversation hub, with tabs for All, Open, and Resolved conversations, and an unread indicator on conversations with new Portal user messages.
  • Portal users see operations replies labelled "Support Team"; individual staff email addresses are never shown.
  • Operations users with Conversation Edit can reply to a conversation and mark it resolved.

Access is controlled by two new permissions on operations user roles: Conversation Access and Conversation Edit. To enable In-App Chat Messaging for Portal, raise a request with Customer Support to have Enable In App Chat Messaging turned on, as this is not yet available as a self-service configuration option.

User Guide Reference: Essential Fenergo SaaS User Guides > Using the Fenergo Portal