CxC has two types of conversations — channels and direct messages. Both are separate from job channels, which are created automatically from your CRM. These are for everything else — team discussions, internal coordination, and one-on-one or group conversations that aren't tied to a specific job.
Channels are group conversations organized around a topic, team, or purpose. They can be public or private. Members can send messages, share files, and pin important updates. Channels are persistent — the conversation history stays even as people come and go.
Direct Messages are private conversations between two people. Quick, focused, and only visible to the two participants.
Group Direct Messages are private conversations between three or more people. No channel name, no admin — just a private group that anyone in it can message.
When to use what:
Company-wide announcement | Public Channel |
Team or department discussion | Public or Private Channel |
Sensitive or restricted topic | Private Channel |
Quick one-on-one question | Direct Message |
Small private group discussion | Group Direct Message |
Formal or ongoing collaboration | Channel |
Temporary coordination | Group Direct Message |