Chats FAQs

1. Capability comparison of group feature permissions across different group types

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2. Differences between Account Group (business groups) and regular group chats

Account Groups provide an Account Assistant that aggregates all customer-related information and supports customizable subscription message types. The assistant delivers timely updates about customer activity to the group so relevant teams receive information faster and collaborate more effectively. Similarly, Account Pools include an Account Pool Assistant, and Lead Pools include a Lead Pool Assistant.

3. How to resize the client interface?

The client matches web behavior. Move the mouse to the window edge and drag to resize. The top-right corner also provides Minimize and Maximize buttons.

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4. Why can’t I add a contact via QR code in Chats?

Cross-cloud additions are currently unsupported. For example, a ShareCRM user on one cloud cannot add a user who exists on another cloud (such as Alibaba Cloud) via QR code.

5. How are fields on cards forwarded to Chats configured?

The field list shown on Chats cards follows the mobile summary layout defined for that object in Object Management.

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6. Rules for Files in Chats group chats

Files in Chats group chats are categorized as Regular Files (<=100 MB) and Large Files (>100 MB). Regular Files persist permanently; Large Files are retained for 7 days and will be purged by the system after that period.

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7. Why are group notifications not available in Chats?

For enterprise instances on versions after 772227, the following capabilities are currently unsupported in Chats: PK Assistant, Sales Process, Project Tasks, Follow, Reminders, Tipping, Forwarding, Group Notifications, Commands, CRM Information, and Printing.

8. How to remove former employees who still appear in a Project Group?

Project Groups are no longer actively maintained. Removing departed members from Project Groups is currently unsupported.

9. Why can I still find group messages via search after clearing the chat history?

Clearing a group’s chat history within the same day does not remove the data immediately. The server will permanently delete the previous day’s chat records at 00:00 the following day.

picture coming soon: Group Chat - Chat History - Cleared

picture coming soon: Search - Group Chat History

10. Where can I find hidden Chats conversations?

Hidden conversations in Chats can be located by searching the group name or historical messages in the search bar. Also, if another member sends a message during the hidden period, that conversation will reappear in the Chats list.

11. Can deleted messages or files in Chats groups be recovered?

No. Deleted messages or files cannot be recovered.

12. How to export Chats chat history?

Chats currently does not support exporting chat history.

13. Why can’t attachments be uploaded from iPhones?

iOS currently does not support uploading mobile attachments within Chats.

14. How to find the Leave Group button in mobile Chats group chats

• For regular group chats: Tap the group’s top-right corner to enter Group Space, then tap Delete & Leave to exit the group.
• For Dept. groups: Members cannot exit the group directly. Remove the member from the Org Structure to remove them from the Dept. group.
• For Account Groups (business groups): Internal related-team members cannot leave the group. Users listed as “Other Members” can leave the group.
• For Interconnection groups: Tap the group’s top-right corner to enter Group Space, then tap Delete & Leave to exit the group.

15. What if I can’t find Chats management in the Admin Console?

1. In Admin Console > App Center Management > App List, locate Chats and click Edit.

picture coming soon: App List - Chats - Edit

1. Modify the Chats app administrators by adding the appropriate user to the Chats app administrators list.

picture coming soon: Add App Administrator

1. After refreshing the page, the added user will see Chats Management in the Admin Console.