Internal Chat

Feature Request: Internal Employee Chat with Task, Call Follow-up & Reminders

Good day,

I would like to suggest adding an Internal Employee Chat and Task Management module to Splynx.

Many ISPs use Splynx as their primary operational platform, and having an integrated communication system would significantly improve collaboration between departments without relying on external messaging applications.

Proposed Features

Internal Chat

• One-to-one messaging between employees.

• Group chats for departments (Support, Sales, Finance, NOC, etc.).

• Ability to reference customers, tickets, invoices, or services directly within a conversation.

Task Assignment

• Convert a chat message into a task.

• Assign the task to a specific employee.

• Set a due date, priority, and status.

• Track progress (Pending, In Progress, Completed).

Call Follow-ups

• Create a follow-up reminder directly from a customer profile, ticket, or conversation.

• Schedule a call back for a specific date and time.

• Assign the follow-up to an employee.

• Receive notifications when the follow-up is due.

• Mark follow-ups as Completed, Rescheduled, or Missed.

• Keep a history of all follow-up calls for each customer, making it easy to see previous interactions.

Reminders & Notifications

• Set reminders for yourself or colleagues.

• Receive notifications when tasks or follow-up calls are due or overdue.

• Escalate overdue tasks or reminders to managers if required.

Ticket Collaboration

• Discuss support tickets internally without adding notes visible to customers.

• Mention colleagues using @username.

• Notify team members when assistance is required.

Benefits

• Reduces reliance on external communication platforms such as WhatsApp, Microsoft Teams, or Slack.

• Keeps customer-related communication, tasks, and follow-up activities within Splynx.

• Improves accountability by assigning tasks and tracking completion.

• Ensures customer call-backs and important follow-ups are not forgotten.

• Provides a complete history of internal communication and customer interactions.

• Enhances collaboration between Support, Sales, Finance, and NOC teams.

I believe this feature would greatly enhance workflow efficiency by combining internal communication, task management, customer follow-ups, and reminders into a single platform. It would help ISPs deliver faster responses, improve customer service, and ensure that no customer call-back or task is overlooked.

Thank you for considering this suggestion.