Team area

The place for the ISP's internal communication: who is available right now, voice calls between colleagues from the panel itself, voice meetings and video meetings with several participants, and the history of these conversations, with recording and transcript. Everything happens inside ChatISP, without using WhatsApp.

See who is available Call a colleague Meetings and video meetings History and recordings

What the Team area is

During customer service you often need a colleague: confirm something with the NOC, ask level 2 support for help, align with the billing team. The Team area solves this without leaving the panel and without using a personal phone: you see who is in the panel, call that person with one click, or bring several people together in a voice or video room.

The screen is in the side menu, in the service section, under Team, with the subtitle Who is available right now and internal calls between the team. It has two tabs: Team (the people) and History (meetings and internal calls already made).

Feature	What it does
Presence	Shows every active user with role, departments and status: available, on break, on a call, on a customer call, in a meeting or away from the panel.
Internal call	Voice call between two panel users, through the browser.
Voice meeting	Audio room with several colleagues at the same time.
Video meeting	Room with a video grid, each participant's camera and screen sharing.
History	Meetings and internal calls, with duration, participants, recording and a transcript identifying who spoke.

Internal calls and meetings do not go through WhatsApp, do not open a service protocol and do not involve the AI. Audio and video travel between the participants' browsers through the ChatISP server.

Requirements for calls and meetings

The people list and presence work for every signed-in user. Calls and meetings, however, use the same audio and video service as the voice and video calls with customers and depend on the same conditions:

Requirement	Details
Calls service active	Without it, the buttons are disabled and the panel shows Internal calls depend on the calls service, which is not active on this installation.
Plan with calls	Plan feature Internal calls and meetings are part of the license's calls feature.
Voice calls permission	The ringing notice, the answer buttons and the call bar live in the same component as customer calls, which is only loaded for users who have this permission in their access profile.
A number with calls enabled	For the same reason, this component is only loaded when at least one WhatsApp number in the installation has voice calls enabled (see Enabling calls).
Browser with microphone allowed	The panel asks for microphone access on first use, and for camera access too when using video. The panel must be served on a secure address (HTTPS) with a valid certificate. See Browser requirements.

Users without the Voice calls permission, or installations with no number that has calls enabled, do not receive the ringing for internal calls and invitations. To use the Team area with the whole team, grant this permission to the profiles that will take part and enable calls on at least one number.

Team presence

The Team tab shows a card for each active user, with initials, name, role (the name of the person's access profile), the departments they belong to and their current status. Your own card is marked as You.

Status	When it appears	Can receive a call?
Available	The person has the panel open and is free.	Yes
On break	The person has the panel open but registered a service break.	Yes
On an internal call	On a call with a colleague.	No
On a customer call	On a voice or video call with a customer, or taking part in one as a guest.	No
In a meeting	Inside a team meeting or video meeting.	No
Away from the panel	The person does not have the panel open. The card is dimmed.	No

Presence is measured by panel activity: anyone who performed an action or whose panel talked to the server in the last 2 minutes counts as in the panel. The list refreshes on its own every 5 seconds.

The Search by name, role or department field filters the cards as you type.

Internal call

Placing a call

In the Team tab, find the colleague. The Call button is only active for people who are in the panel and free.
Click Call. If it is the first time, allow the microphone in the browser.
The call bar appears at the top of the panel with the colleague's name and Calling... while it rings for them.
When they answer, the bar shows the call duration.

The same feature exists inside the service screen: the Call a colleague button, at the top of the conversations column, opens a window with the team list and each person's status, so you can ask for help without leaving the service screen. The window refreshes on its own while it is open.

Receiving a call

When a colleague calls, the Internal call notice appears in the corner of the panel with the caller's name and the Answer and Decline buttons, on any screen of the system. The notice rings for about 35 seconds; with no response, the call is recorded as Missed.

During the call

Mute microphone / Unmute microphone: cuts and restores your audio.
Hang up: ends the call for both people.
The call bar sits outside the page area, so you can browse the panel and keep handling chats during the call.

Rules

Nobody takes part in two calls at the same time. If you are already on a call or in a meeting, the panel replies There is already a call in progress on this number.; if the colleague became busy, This colleague is on another call.; if they left the panel, This colleague is not in the panel right now.
The internal call is voice only. To see your colleagues, use a video meeting, even with two people.
Reloading the page or closing the tab during an internal call drops the call after a few seconds.

Outcomes recorded in the history: Answered, Missed, Declined, Cancelled (the caller gave up before it was answered) and Failed.

Voice meetings and video meetings

Meetings bring several team members together in the same room. There are two types, which use the same room underneath:

Voice meeting: audio only. Any participant can open the video grid later with the video button on the bar, with the camera starting off.
Video meeting: the video grid opens automatically for everyone, with the camera on.

Starting a meeting

In the Team tab, check the box on the card of each colleague who should join, or use Select all (which becomes Clear selection when every available person is checked). You can only check people who are in the panel and free.
Click Voice meeting or Video meeting. The buttons show how many people are selected.
You join the room right away, and each guest receives the Meeting invitation (or Video meeting) notice with your name and the Answer and Decline buttons.

Joining later

The invitation rings for about 35 seconds. Anyone who did not answer in time, declined or left can still join while the meeting is running: the Meeting in progress banner appears at the top of the Team tab, showing who created it, who is in the room and the Join button.

Leaving and ending

A guest uses Leave on the call bar; the meeting continues for the others.
The person who created the meeting uses Hang up, which ends the meeting for everyone.
The Meeting in progress banner also offers Leave meeting or End meeting. This is the emergency exit when the call bar was lost, for example because the tab was closed in the middle of the meeting.
Reloading the page during a meeting does not remove you from the room: the bar comes back and resumes the audio in the same tab.

The video grid

Each participant appears in a tile of the grid with their name. Anyone without a camera appears as a card with their name.
Your camera is shown mirrored, like a mirror.
The Turn camera off / Turn camera on buttons control your video.
Share screen puts your screen in a large highlighted view for everyone, with the other participants as thumbnails. Only one screen is highlighted at a time: if someone else shares, theirs takes over. Stop sharing the screen brings the grid back.
The video window can be dragged and resized, and Minimize returns to the compact bar, where Open video reopens the grid.

Video requires a browser that supports modern video encoding (current versions of Chrome, Edge and browsers based on them). Without that support, the panel warns you and the meeting continues with audio only.

A meeting left open by mistake is closed automatically after 12 hours.

History, recording and transcript

The History tab lists the most recent meetings and internal calls (up to 50), newest first. Each row shows the type (Voice meeting, Video meeting or Internal call), date and time, duration, the outcome or In progress, and the participants' names.

Recording

With recording enabled, each meeting and each answered internal call gets a player on its history row:

Internal call: stereo audio, with the caller on one side and the person who answered on the other.
Meeting: audio with all participants. When someone shared their screen, the recording becomes a video of what was shared, with the room audio; without a shared screen, the recording of a video meeting is audio only.

The recording is ready a few seconds after the end. The tab refreshes on its own to show the player when it is ready, without interrupting audio you may be listening to.

Transcript

When the audio transcription service is available on the installation, the recording is transcribed as a dialogue, with each participant's real name before each line. While it is being prepared, the row shows Transcript in progress…; once ready, the Transcript button opens and closes the text.

Who sees what

Each person sees in the history the calls they took part in and the meetings they joined (or created).
Anyone who declined or did not answer a meeting invitation does not see that meeting and cannot listen to its recording.
Users with full access (Administrator profile) see everything.

Turning recording on or off

Recording is controlled in Settings, Calls and calendar tab, Voice calls card, with the Record meetings and internal calls switch: Recordings live in the Team history, visible to participants and administrators, with a transcript identifying each participant. Recording legislation is the provider's responsibility. It comes enabled on a new installation. The switch is independent from the recording of customer calls.

Bringing a colleague into a customer call

Besides internal conversations, an agent on a voice call with a customer can invite a colleague to join the same call, for example a level 2 technician. The invitation uses the Invite a colleague button on the call bar and works like a meeting invitation. Details are in Conference with a colleague.

Other forms of internal communication

The Team area is for spoken and video conversations. For written records, ChatISP has other places, all invisible to the customer:

Need	Where to do it
Leave a note for the team inside a conversation with the customer	Internal message in the chat itself (Internal message: the customer does not receive this message.). See Customer service.
Write down something about the customer that applies to all their conversations	Internal notes in the customer panel. See Customer panel.
Hand a request to another department, with an owner and a deadline	A service order, with comments and attachments. See Service orders.
Arrange something at a set time	An appointment in the Calendar.

The Team area does not have a text chat between agents yet. Use the conversation's internal messages or service order comments for written records.

Common cases

The Call button is disabled

The colleague is away from the panel or busy: check the status on their card.
You yourself are on a call or in a meeting.
The calls service is not active on the installation, or the plan does not include calls.

The colleague does not hear the ringing

Their profile needs the Voice calls permission.
The installation needs at least one WhatsApp number with calls enabled.
Their panel needs to be open. If they have just received a system update, reloading the page solves it.

Nobody hears my audio

Check that the microphone is not muted on the call bar.
Check the site's microphone permission in the browser (the padlock icon next to the address).
If the Resume audio button appears on the bar, click it: the browser paused the sound until you interact with the page.
See the other points in Common call problems.

Voice and video callsCalls with customers over WhatsApp, in the same panel component. Users and profilesRoles, departments and the Voice calls permission. SettingsThe recording switch for meetings and internal calls. Customer serviceInternal messages and the Call a colleague button.

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