Start a conversation

Editorial illustration of a glowing plus spark opening a path toward connected speech bubbles.

Use Chat to start an internal conversation with a teammate or a group, then keep that thread where the rest of the team can find it.

Who this is for

Agency team members granted View Chat. Starting a direct message and sending a message also require Send Chat Messages. Creating a named channel requires Manage Chat Channels. Owners and Admins have full access.

Before you begin

Open Chat ( /chat (opens in new tab) ).
Confirm you can see AgencyTitan Chat and the conversation list.
Have the teammate, department, or client name ready if you are searching.

Start a direct message

Select the plus control next to AgencyTitan Chat.
Keep Direct message selected in New Conversation.
Use Search team members to find the person.
Select that teammate, then select Create.
Type in the composer. The placeholder reads Message plus that person’s name.
Send the message.

The conversation appears under Direct messages. The header badge reads DM.

If the search list is empty, Chat shows No team members found.

New Conversation modal with Direct message selected and a team member search field — View full size

You can also start a DM from the header Chat control with New DM, or by selecting another person in Conversation details.

Create a named channel

Select the plus control.
Select Channel in New Conversation.
Enter a Channel name.
Choose Visibility: Public or Private.
Optionally use Add members and Search team members to include people now.
Select Create.
Type in the composer. The placeholder reads Message # plus the channel name.
Send the first message. If the timeline is empty, the page shows Start the channel.

The conversation appears under Channels. The header badge reads Channel.

Creating the channel requires Manage Chat Channels. If Create does not complete, ask an Owner or Admin to grant that permission or create the channel.

Open a department or client conversation

Use Search conversations, departments, and clients when you know the name.
Select the row under Department channels or Client channels.
Send a message if the conversation is empty.

The header badge reads Department or Client. A client conversation is also available from that client’s Channel tab. It stays internal. Portal users do not see it.

Pin, watch, and reply in a thread

Open the conversation.
Select Pin conversation to add it to Pinned. Select Unpin conversation to remove it.
On a named channel, select Watch channel to follow it, or Unwatch channel to stop.
Hover a message and use the reply control to open Thread.
Type in Reply in thread… and send.
Select Show details sidebar when you need Members. Select Hide details sidebar to close it.

Minimize to popup keeps the same conversation in a smaller window. It does not create a second conversation.

Expected result

The conversation is in the matching sidebar section.
Your message appears on the timeline.
A thread reply stays in Thread and shows a reply count on the original message.
Pinning changes only your Pinned list.

Troubleshooting

Symptom	What to check
Chat is missing from navigation or the header	You need View Chat.
Create does not start a named channel	You need Manage Chat Channels.
The composer does not send	You need Send Chat Messages, and you must have a conversation open. Default member levels may not include it.
The composer still says Choose a conversation to start messaging	Select a conversation first.
A department or client row is listed but empty	Select it, then send the first message. Empty conversations show Start the channel.
A client contact cannot find Chat	Expected. Chat is internal. Use the client portal or a ticket for external conversation.
A ticket reply does not appear in Chat	Expected. Tickets and Chat are separate.