Published at: 2026-09-17
Chats and business groups FAQ
Why can’t I add Chats friends after scanning the QR code in a cross-cloud environment?
Chats does not currently support adding friends across clouds. For example, when both parties belong to ShareCRM Cloud and Alibaba Cloud respectively, adding friends through QR codes will not succeed.
What fields are displayed on business cards in Chats?
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.
How long can Chats files be kept?
Regular files up to 100 MB are retained for a long time; large files over 100 MB are retained only for 7 days. Important documents should be stored in the Cloud Drive or other long-term storage location at the same time.
After clearing the chat history, why can I still search for it on the same day?
After the clearing operation is completed, the server will process the chat history of the previous day at 0:00 the next day, so relevant content may still be searched for that day.
Where to find hidden sessions?
You can search by group name or historical chat records in the Chats search bar. Conversations will reappear in the Chats list after receiving new messages while hidden.
Can deleted Chats messages or files be recovered?
Cannot be restored. Exporting Chats chat history is currently not supported either.
Why can’t the iOS client upload local attachments on the phone?
The iOS client currently does not support uploading attachments locally from the phone. You can use pictures, Cloud Drive files or another supported client instead.
Which group members cannot leave on their own?
- Ordinary groups and Internet groups can be deleted and exited from the group space.
- Department group members cannot withdraw on their own, and members need to be adjusted through the organizational structure.
- Internal relevant team members in the business group cannot withdraw on their own; those who joined as other members can withdraw.
Why can’t Setup see Chats management?
Go to Setup > Application Center Management > Application List > Chats and check whether the current user is set as the Chats application administrator. After saving, refresh the page and check the Chats management menu again.
What is the difference between business group and ordinary group?
Business groups are bound to CRM business objects, and members and business assistants are driven by objects and related teams; ordinary groups are mainly used for daily communication between personnel. When a business group member is abnormal, you should first check the phased release configuration of the object-related team and business group.
For more operations, see Initiate and manage Chats sessions and Use business groups.