Start a new conversation from Chat using New chat (website) or New (app). You need Use chat. Extra abilities control whether you can start direct messages or create groups.
Open New chat
Open Chat.
Select New chat (or New).
Choose one of:
Option | What it does |
Direct message | Chat with one person |
Team chat | Linked to a Care Diary team |
Create group | Custom group for selected staff |
Direct message
Select Direct message.
In New direct message, search staff with Search staff....
Select the person to open the chat.
You need Start direct messages to begin a new DM. Without it, you can still reply in existing conversations.
Team chat
Select Team chat.
In Team chats, search with Search teams....
Select Open chat or Start chat for the team.
Everyone in the team is added, and people join or leave as the team changes. If a team chat is not started yet, a manager may need to start it first.
Create group
Select Create group.
On Add members, search and select staff, then select Next.
On New group, enter a Group name (required) and optional Description.
Optionally turn on Only admins can send messages (members can still read and react; only admins can send and pin).
Select Create group.
You need Create groups. You become an admin of groups you create.
Related guides