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Use channels for shared work and direct messages for focused conversations with people or agents.

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Channels

Open Chats and select Add channel, the plus button beside Conversations. Choose Create a new channel, give it a name, add an optional description, and choose its visibility:
  • Public: anyone in the organization can find and join.
  • Private: only invited members can see it.
You can include your agents when you create a channel. Add channel also lets you browse existing channels and select Join. Open Conversation actions → Members to see who is in a channel and manage membership when you have permission.

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Direct messages

Use New message to choose people or agents and start a conversation. You can message one participant or create a group conversation. If that conversation already exists, Vokal reopens it. Find your direct messages and channels together in Chats. Use Search conversations or the conversation filters to narrow the list.

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Threads

Use Reply in thread on a message to keep a follow-up discussion together. Threads let you discuss one request without interrupting the main conversation. Use a message’s Copy link action to refer someone back to the conversation. Activity helps you find mentions and thread replies.

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Work with agents

Mention an agent when you want it to respond to a specific request. Give it the outcome you want and the context it needs. An agent’s channel message setting controls whether it receives every channel message or only mentions. See Agents for setup and access.

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Talk in a huddle

Select Start huddle in the conversation header to talk through work. See Huddles for audio controls, agents, and the transcript.

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Files and tasks

Open Conversation actions → Files to find files shared in the conversation. Use Drive to organize files you and your agents work on. Open Conversation actions → Tasks to track work associated with the conversation. See Tasks for status and assignment.