Discuss

Discuss Channels

Channels are group conversations. They can be public (anyone can join), private (invite-only), or linked to a specific record (channel document).

Channel Types

Creating a Channel

1. In Discuss, click the + icon next to "Channels" in the left panel.
2. Channel Name – Use a descriptive name (e.g. "Q4 Marketing Campaign"). Avoid special characters and spaces.
3. Description – Briefly explain the channel's purpose. This appears at the top of the channel view.
4. Privacy – Public (everyone can join) or Private (only invited members).
5. Email Alias – Optionally, set an email address (e.g. marketing@company.com). Emails to this address post to the channel. External participants can reply by email.
6. Click Save.

Channel Management

As a channel owner or administrator:

• Add Members – Click the "Members" tab in the right panel – "Add Members". Search for users and add them.
• Remove Members – Click the -- next to a member's name.
• Pin Messages – Hover over a message – ⋮ – "Pin". Pinned messages appear in the right panel for quick reference.
• Mute Notifications – Click the bell icon in the channel header to mute notifications for that channel.
• Leave Channel – Click the channel name – "Leave Channel". You stop receiving messages from it.
• Archive Channel – When a channel is no longer active, archive it (not delete). Archived channels are hidden from the list but can be unarchived later. Messages are preserved.

Channel Best Practices

• Use a consistent naming convention: #department-purpose (e.g. #sales-deals, #dev-bugs).
• Create channels for active projects and campaigns, then archive them when done.
• Use @channel or @all to mention everyone in the channel (use sparingly – it notifies everyone).
• For record-specific discussions, use the record's chatter rather than a channel – it keeps context directly with the record.

Live Chat

Live Chat lets website visitors chat with your team in real time. It appears as a chat bubble on your website and routes to available operators.

Creating a Live Chat Channel

Go to Discuss > Configuration > Live Chat Channels.

1. Click Create.
2. Channel Name – e.g. "Website Live Chat", "Sales Chat".
3. Website – Select which website this chat appears on (if you have multiple sites).
4. Button Text – What the chat bubble says (e.g. "Chat with us!").
5. Welcome Message – The first message visitors see when they open the chat (e.g. "Hi there! How can we help you today?").
6. Operator Assignment – How to route incoming chats:

• Any operator – First available operator gets the chat.
• Specific operators – Choose which users can receive live chat requests.
• Sales Team – Route to a specific sales team.

• Request Visitor's Email – Ask for email before starting the chat. This helps follow up if the chat is disconnected.
• Send Transcript by Email – After the chat ends, email the transcript to the visitor.
• Auto-Popup – Show the chat bubble automatically after N seconds on the page.

Canned Responses (Quick Replies)

Save time with pre-written responses for common questions:

1. Go to Discuss > Configuration > Canned Responses.
2. Click Create.
3. Enter a Shortcut – a quick keyword (e.g. :hours).
4. Enter the Response – the full message (e.g. "Our business hours are Monday to Friday, 9 AM to 6 PM EST.").
5. Save. In a live chat, type :hours and press Tab – the full response replaces the shortcut.

Notifications in Quickenerp

Types of Notifications

• Direct Messages – Someone sends you a private message in Discuss.
• @Mentions – Someone mentions @yourname in any channel or chatter.
• Activity Reminders – An activity assigned to you is due soon or overdue.
• Record Assignments – A record (lead, task, order) is assigned to you.
• Approval Requests – Someone requests your approval (expense report, leave request).
• System Alerts – Database backup notifications, update available, server status.

Configuring Notification Preferences

Each user controls their notification delivery:

1. Click your avatar (top-right) – My Profile.
2. Go to the Preferences tab.
3. In the Notifications section:

• Handle by Email – Receive every notification by email.
• Handle in Quickenerp – See notifications only in the app (bell icon).
• Handle by Email and in Quickenerp – Both.

The Notifications Bell

The bell icon (top-right corner) shows all your unread notifications:

• A red dot with a number indicates unread count.
• Click the bell to expand the list. Each entry shows the message, sender, and timestamp.
• Click any entry to navigate to the relevant record or conversation.
• Click Mark All as Read to clear all notifications.
• Older notifications are automatically moved to the history section.

Desktop Notifications

For real-time alerts:

1. Your browser will prompt you to allow notifications from Quickenerp. Click Allow.
2. When a new notification arrives while you're in another tab or application, a desktop toast notification appears.
3. Click the desktop notification to jump to Quickenerp and the relevant record.

Notification Best Practices

• Use @mentions sparingly – every mention interrupts the recipient.
• If you are going on leave, enable "On Vacation" mode in your preferences to auto-reply to messages.
• Disable email notifications for low-priority channels (mute the channel) to reduce inbox clutter.