Published at: 2026-09-17

Start and manage chats conversations

Use Chats to communicate with colleagues and quickly locate historical work information.

Before you begin

  • Your account can access the Chats application.
  • The entry point locations for mobile, web and PC may be different.

Start a session

  1. In the upper-right corner of the Chats list, select the new-conversation button.
  2. Search for colleagues, select colleagues by organizational structure or initials, or batch paste names to find people.
  3. Select a colleague to initiate a private chat, or select multiple colleagues to create a group chat.
  4. In the conversation, send text, pictures, attachments or Cloud Drive files.
You can also start a conversation from a contact card:
  • Web and PC: Open the colleague card and click Chats.
  • Mobile: Open the colleague’s card in Directory, and then select the Chats action.

Process session messages

In a conversation, you can send images, attachments, Cloud Drive files, and emoticons. You can also start a video meeting or share a screenshot. To turn discussion items into structured work, create a task, calendar event, Report, or approval from the conversation, or send a CRM record link.
For single or multiple messages, you can perform the following operations as needed:
  • Reply: Quote a single message and jump back to the original message after sending.
  • Multiple Selection: Batch delete, forward, or generate Sales Record from selected messages.
  • Forward: Forward Feeds information or CRM business content to Chats sessions.
  • Translate: Right-click the message and select Translate. Set the target language in Personal Settings > Language & Time Zone > Translate into.
Translate Chats messages

Find messages

  1. In the Chats list search box, enter keywords for colleagues, group chats, chat records, documents or service accounts.
  2. After entering the conversation, enter the message keyword in the search box of the chat window.
  3. Use the forward and backward navigation buttons to view matching historical messages.
Both the mobile and web versions support filtering the chat list by session type.
Hidden conversations can still be searched by group name or historical chat history. After receiving a new message during the hidden period, the conversation will reappear in the Chats list. After clearing the group chat records, the server will complete the cleanup at 0:00 the next day, so it is still possible to find relevant records through search that day.

File and chat history limits

  • Ordinary files do not exceed 100 MB and can be retained for a long time.
  • Large files exceeding 100 MB are only retained for 7 days and will be cleared by the system after expiration.
  • Deleted Chats messages or files cannot be recovered.
  • Exporting Chats chat history is currently not supported.
  • The iOS client does not currently support uploading a local attachment from the device. Send an image or Cloud Drive file instead, or upload the attachment from another supported client.
[!WARNING] Do not keep the only copy of an important large file in Chats. Store it in Cloud Drive or another long-term storage location before sending it.

Manage personal Chats settings

  1. Open the avatar menu and select Navigation Settings to control whether Chats appears in the main navigation.
  2. Open the avatar menu and select Chat Settings.
  3. Select Channel Mode or Floating Mode.
  4. Configure the new-message sound and font size as needed.
Show Chats entry in main navigation settings
Set Chats display mode, message tone and dialogue font size
In Floating Mode, drag the Chats entry point to reposition it. The open conversation window keeps a fixed size.

Set working status

  1. Open the avatar menu and select Update your Status.
  2. Select set status, and then choose a preset status or enter a custom status.
  3. Set the status validity time.
  4. Configure automatic replies and automatic synchronization as needed.
Set working status on Web or PC
[!NOTE] Online status is only open to support agents and work order execution personnel.

Other entry points

  • Service Account: Search for the service account in Chats, or open it from the service-account entry point available in the current client.
  • Business Card Field: CRM data cards forwarded to Chats use the mobile summary layout of the corresponding object. When a field is missing, the object layout should be checked instead of the Chats session settings.
  • Cross-cloud friends: Currently, adding Chats friends between different cloud environments through QR codes is not supported.

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