Enterprise
Team Chat
Real-time team messaging built into FrontLine. Channels scoped per team, client account, and line of business, one-to-one direct messages, live delivery and presence, and export, retention, and legal hold for compliance. The same engine also powers client-facing customer conversations, with an assignment gate and an embeddable widget.
What's inside
Channels & direct messages
Team channels and one-to-one direct messages live together at /chat, so conversations happen inside FrontLine instead of a separate chat tool. A channel can run tenant-wide or be scoped to a specific client account and line of business.
Live messaging & presence
Messages, edits, and deletes arrive the moment they happen, and every agent carries an Available, Away, or Busy status that decides whether they take on customer conversations.
Customer conversations
The same chat engine, extended to the people your clients serve: every conversation is bound to a client account and line of business, with each message attributed to the customer, agent, bot, or supervisor who sent it.
Automated first response
An intake bot answers the customer's first message and, when it isn't confident it can help, hands the conversation to a live agent so nobody waits on a dead end. It runs behind your web widget and stays off until you turn it on for your account.
Compliance & retention
Team Chat keeps a defensible record of every conversation: it purges messages on your retention schedule, freezes anything under legal hold, and answers export and data-subject requests without a manual dig through logs.
The team chat workspace
One screen at /chat brings internal channels, direct messages, real-time delivery, and presence together, so conversations happen inside FrontLine instead of a separate tool. The left sidebar lists your channels and DMs with unread badges and presence dots; the main pane is the live message thread with a composer.