Communication
Internal team chat with channels and threads like Slack. External live chat widget for customers with routing and ticket conversion.
ITE Workflow365 Communication brings together two worlds in one tool — an internal team chat in the style of Slack and an external live chat for customers like Intercom. Topic-based channels let you organize discussions by team, project, or subject, while threads under messages maintain order even during high-volume conversations. @Mentions ensure critical information reaches the right people instantly, and emoji reactions reduce communication noise. Presence indicators (online, offline, busy) keep the team informed about each member’s availability.
The external live chat widget embedded on your website lets visitors start a conversation with your team in real time. Intelligent routing automatically directs chats to the right consultants based on the topic, agent availability, and current workload distribution. When a chat conversation requires further handling, you convert it into a helpdesk ticket with one click — the entire conversation history is preserved and accessible on the ticket for seamless handoff.
By eliminating the need for a separate Slack subscription for internal communication and an Intercom account for customer-facing chat, ITE Workflow365 Communication centralizes all conversations in one place. Full conversation history, a searchable archive, and native integration with the CRM and helpdesk mean no message gets lost and every context is available exactly where it is needed by your team.
Key capabilities
Channels & Threads
Create topic-based channels for teams and projects. Threads under messages keep discussions organized and eliminate chaos.
@Mentions
Mention a specific person or an entire channel to draw attention to an important message. Notifications arrive instantly.
Emoji Reactions & Presence
React to messages with emoji without writing a reply. Set your online/offline/busy status visible to the whole team.
File Sharing
Drag and drop files directly into conversations. Images, documents, and presentations available in the context of the discussion.
Live Chat Widget
A chat widget for your website visitors. Talk to customers in real time directly from the ITE Workflow365 dashboard.
Chat Routing to Agents
Automatic routing of chat conversations to the right consultants based on topic, availability, and current workload.
Chat-to-Ticket Conversion
Turn a chat conversation into a helpdesk ticket with one click. The entire conversation history is preserved on the ticket.
Conversation History
Complete history of all chat conversations — internal and external. Search the archive and return to context anytime.
Use cases
Distributed Team
Communicate in topic channels with threads, mentions, and reactions — without needing a separate Slack or Teams subscription.
E-commerce with Live Chat
Serve customers on your store website in real time, with automatic routing to available consultants for fast response.
Service Business
Combine internal team communication with external customer chat, converting conversations into tickets or deals seamlessly.