Chat is the built-in messenger of SESTEK AgenticCX. It lets people who use the platform write to each other directly and in real time, for example an agent who needs a quick answer from a supervisor, without leaving the application. Chat is for your own team members. It is not a channel to talk to customers.
Open it with the chat icon in the right-hand bar. Chat has no entry in the left menu.
Watch the walkthrough
All names and messages in this article and in the video are fictional.
What you can do in Chat
| Action | What it does | Permission needed |
|---|---|---|
| Read and write messages | Open a conversation, read it and reply | Messaging |
| Search the contact list | Use the Search in contacts... box above the list | Searching (part of the Chat group, under Messaging) |
| Delete messages and conversations | Remove your own messages or a whole conversation | Allowed or blocked by an administrator, see below |
| Change the deletion rules | Set what users may delete | Settings, Chat tab |
The default Agent role has Messaging only. Searching and Setting management are not part of it. To change this, go to Administration, Identity management, Roles, choose Actions and Permissions, and open the Chat group.
Open Chat
The chat icon sits below your status icons. When you have unread messages, a number next to the icon shows how many in total. Select the icon to open Chat.
If you have no conversations yet, the page says No messages in your inbox, yet! Start the conversation! and offers a Start conversation button.
Your conversations
The left side lists your conversations, newest first. Each one shows:
| Item | What it shows |
|---|---|
| Name | The person you are talking to, with their initials in a coloured circle |
| Number badge | How many messages from that person you have not read yet |
| Time | When the last message was sent |
| Preview | The beginning of the last message. Longer messages are cut off with three dots |
Read and reply
Select a conversation to open it.
Their messages appear on the left in grey and yours on the right in colour, with the time next to each message. Opening a conversation marks its messages as read, so the badge disappears. When Chat is open, new messages arrive without you refreshing the page. For long conversations, the latest 50 messages load first, and older ones load as you scroll up.
Type in Type a message.
- With Send on enter ticked, which it is by default, pressing Enter sends the message.
- Untick Send on enter if you prefer to send only with the Send button.
Delete a message or a conversation
Point at one of your own messages and open the small arrow at its right edge. The menu has one item, Delete.
Each conversation in the list has the same kind of menu, in the bottom right corner of its card, with Delete for the whole conversation.
Whether you see these options depends on the administrator settings described further down.
Start a conversation with someone new
Open Chat while no conversation is selected and choose Start conversation. People you have not written to yet appear under OTHER CONTACTS. Select a name to open an empty conversation with them.
Control deleting (administrators)
Go to Administration, Settings, and select the Chat tab.
| Setting | Options | What it does |
|---|---|---|
| Allow users to delete messages | Enabled, Disabled, Enabled with deletion period | Decides whether people can delete their own messages |
| Allow users to delete conversations | Enabled, Disabled | Decides whether people can delete a whole conversation |
If you choose Enabled with deletion period, one more field appears.
Allow users to delete messages within specified seconds is the number of seconds a person has to delete a message after sending it. While this option is selected, the Allow users to delete conversations setting is not shown. Select Save to apply your changes.
Deleting a whole conversation from the conversation menu is offered only when both settings are Enabled. On the tenant used for this guide, both are Enabled.
Good to know
- Chat is a conversation between two people. There is no group chat.
- You can only write to people from your own SESTEK AgenticCX tenant.
- The default Agent and Supervisor roles include Messaging, so both can use Chat from the start.
- Deleting is controlled per tenant, not per user. The same rules apply to everyone.