Direct and group conversations
Staff can have a one-to-one discussion or include several colleagues. Team conversations have participant records and unread state; the mobile inbox opens the same conversation records used on the web.
Can the office and technicians message each other inside Nexus?
Keep office and field conversations in the team inbox
Yes. Start a direct conversation with a staff member or a group conversation with several colleagues. The web Communications workspace and mobile Inbox use the same team conversations, so staff can read the discussion and reply from either device.
Keep office and field conversations in the team inbox
Choose the colleagues who need the message
In the web Communications workspace, create a team conversation and select the staff members involved. Use one recipient for a direct conversation or several for a group. Mobile also lets you choose Team when composing a message and select the recipients.
Start or reopen the conversation
Send a clear first message with the information the team needs. Nexus can reopen an existing conversation for the selected participants, keeping replies with the discussion instead of creating another thread for the same people.
Continue from the phone
Open the mobile Inbox and its Team section, select the conversation, and reply. The conversation loads the saved messages and refreshes when team-message events arrive, letting the field team continue a discussion started at the office.
See conversation activity
Unread counts help staff identify conversations needing attention. Opening a thread updates its read state. Typing indicators show when another participant is composing a response; they are conversation activity signals, not confirmation that a task is complete.
Keep the group relevant
On the web, rename a group to identify its purpose and add participants when responsibilities change. A participant can leave a group, while wider group visibility and thread deletion are controlled by staff permissions.
Record an action as a task when it needs ownership
Use the discussion to settle the next step. If someone must order a part or follow up later, create a task with an assignee and customer or job context. The task provides an explicit status and schedule alongside the conversation.
A separate place for internal coordination
Customer SMS and internal team messages are distinct conversation types within Communications and Inbox. Choose the team participants when the message is intended for colleagues.
Access follows the staff role
Ordinary participants access their conversations. Web permissions separately control viewing all group conversations and deleting team threads. These controls do not imply unrestricted access to every direct discussion.
Before you get started
Questions about this workflow
Can a technician reply to a conversation started in the office?
Yes. Web Communications and the mobile Team inbox use the same team conversation records.
Can I message several staff members together?
Yes. Select multiple staff members to create or reopen a group conversation. Web group tools support naming the discussion and adding participants.
Does a team message automatically become a job task?
No. Create an assigned task separately when the request needs a due date, status, and a customer or job link.
Can every employee inspect all group chats?
Access depends on participation and staff permissions. Wider group visibility is a separate web permission.
Walk through your work in Nexus
Bring an example of the work you manage today. We’ll demonstrate the steps, customer view, and setup relevant to your team.