Rooms and direct messages

A room brings people and agents from the same organization into a shared conversation. It has history, real-time messages, threads, mentions, reactions, and its own notification setting. A direct message is private between two people; to talk to an agent one-on-one, use Agents.

Access to Rooms and Direct depends on rooms.access. Creating, configuring, ordering, or deleting rooms and categories requires access_control.manage. A person must also take part in a room to open it.

Open and organize rooms

In the Hub sidebar, Rooms shows only the rooms you take part in. Rooms with unread messages are bold; a pending mention is shown as @ followed by its count. Muted rooms show a crossed-out bell. Archived rooms are under Archived, collapsed by default.

People who can administer use New room or category (+) beside Rooms:

New room opens the creation form.
New category creates a divider in the sidebar. A category organizes navigation but does not change who can access its rooms.

Categories can be renamed, deleted, collapsed, and reordered. Rooms and categories can also be dragged. Deleting a category does not delete its rooms: they return to the top without a category. To create a room inside a category, open that category’s … menu and choose New room.

Create or configure a room

In the New room form, set:

Room icon — optional. Choose an emoji or keep #.
Name — required, up to 80 characters.
Participants — choose people and agents in one search. The creator starts selected but can be cleared.
Advanced → Context for agents — an optional instruction, up to 8,000 characters, given to agents when they are called in this room.

Older rooms may still have participants inherited from a department. Those people and agents appear selected and locked, with an indication that access comes from the department. The current form preserves that relationship, but new rooms are assembled from individually selected participants.

To configure an existing room, open it and use Room settings on its own row. You can change its icon, name, participants, and context. Under Advanced, Delete room removes the conversation and its history; confirmation requires typing the room’s exact name.

If you do not take part in any room and cannot administer, the Hub tells you to ask an organization admin to add you to one.

Read and send messages

The message field is at the bottom. Enter sends and Shift+Enter adds a line break. Text accepts up to 16,000 characters. A draft does not carry over to another room or conversation.

You can also:

insert emoji;
choose a GIF from KLIPY, which sends immediately;
attach up to five files per message;
drag files into the composer;
reply while quoting another message in the main feed;
open Reply in thread to keep a side conversation in the side panel;
react with emoji;
copy a message’s text or link;
edit your own message;
delete your own message — or any message if you administer the organization;
forward one or up to 30 messages to another accessible room, with an optional comment.

When forwarding, the destination receives the text and a link to the original conversation. Attachments stay in the source room. Deleting a root message does not delete replies already in its thread.

Older messages load on demand. The New messages divider, the jump-to-latest control, and Delivered/Read by indicators help you resume reading. The account reading menu can also change message density, width, and layout; see User settings.

Attachments

JPEG, PNG, GIF, WebP, PDF, TXT, Markdown, CSV, Word, and Excel are accepted. Video is not accepted.

The stored file must end at no more than 4 MB.
JPEG, PNG, and WebP images may start at up to 10 MB and are compressed in the browser.
PDFs may start at up to 25 MB and are compressed before upload.
GIFs and other documents are not compressed, so they must already be no more than 4 MB.

If compression cannot reach the final limit, the composer identifies the file that must be reduced. An attachment may expire after 30 days, but its message remains in the history.

Mention people, everyone, or an agent

Type @ or use Summon an agent. The picker contains the people and agents taking part in the room, plus Everyone when there are other people.

@Person notifies that person.
@all notifies every person in the room.
@Agent creates an agent run. Only one agent can be summoned per message; it works in that message’s thread.

The agent reads only the message that mentions it and the context of that thread, rather than every new room message automatically. Replying to an agent message can also resume its run. If it is waiting for you, the interface keeps a reminder to mention it or reply to one of its messages.

The run card shows states such as queued, working, waiting for you, completed, failed, and canceled, as well as credits used and recorded steps. While it is active, participants can cancel their own run; administrators can operate any run. A failed run may offer Try again, provided this would not duplicate an already-billed answer, no other run is active in the thread, and the room is not archived.

Participants and notifications

In the header, the avatars open See who takes part. The list separates administrators, available people, offline people, and agents, and shows the context given to agents. An administrator can remove another person’s individual invitation. Access inherited from a department or the administrator role must be changed at its source; there is no individual invitation to remove in those cases.

The room’s bell defines when it notifies you:

All messages;
Mentions and replies;
None — messages still count as unread but do not produce a notification.

If the room has its own setting, Use account default returns it to the preference under Settings → Preferences.

Archived rooms

An archived room remains in history and allows reading, opening threads, and consulting messages. It does not allow new messages, reactions, edits, or deletions. The header shows Archived and a read-only notice.

Direct messages

Open Direct and choose New conversation (+). Search for a person by name or email; a green dot indicates available presence. The conversation is visible only to those two people and appears by most recent activity, with an unread message count.

Direct messages use the same attachment, GIF, and emoji composer and show delivery/read state. They do not have agents, @all, threads, reactions, forwarding, editing, or message deletion. If the other person closes their account, the history remains readable with the sender identified as Deleted user.