# Start a conversation

> Open Chat, start a direct message or named channel, send a message, and pin or watch a conversation.

URL: https://www.agencytitan.com/help/chat/start-a-conversation/

Use **Chat** to start an internal conversation with a teammate or a group, then keep that thread where the rest of the team can find it.

## Who this is for

Agency team members granted **View Chat**. Starting a direct message and sending a message also require **Send Chat Messages**. Creating a named channel requires **Manage Chat Channels**. Owners and Admins have full access.

## Before you begin

- Open **Chat** ([/chat](https://app.agencytitan.com/chat)).
- Confirm you can see **AgencyTitan Chat** and the conversation list.
- Have the teammate, department, or client name ready if you are searching.

## Start a direct message

1. Select the plus control next to **AgencyTitan Chat**.
2. Keep **Direct message** selected in **New Conversation**.
3. Use **Search team members** to find the person.
4. Select that teammate, then select **Create**.
5. Type in the composer. The placeholder reads **Message** plus that person's name.
6. Send the message.

The conversation appears under **Direct messages**. The header badge reads **DM**.

If the search list is empty, Chat shows **No team members found.**

![New Conversation modal with Direct message selected and a team member search field](/docs/screenshots/chat-v1/new-conversation.png)

You can also start a DM from the header **Chat** control with **New DM**, or by selecting another person in **Conversation details**.

## Create a named channel

1. Select the plus control.
2. Select **Channel** in **New Conversation**.
3. Enter a **Channel name**.
4. Choose **Visibility**: **Public** or **Private**.
5. Optionally use **Add members** and **Search team members** to include people now.
6. Select **Create**.
7. Type in the composer. The placeholder reads **Message #** plus the channel name.
8. Send the first message. If the timeline is empty, the page shows **Start the channel**.

The conversation appears under **Channels**. The header badge reads **Channel**.

Creating the channel requires **Manage Chat Channels**. If **Create** does not complete, ask an Owner or Admin to grant that permission or create the channel.

## Open a department or client conversation

1. Use **Search conversations, departments, and clients** when you know the name.
2. Select the row under **Department channels** or **Client channels**.
3. Send a message if the conversation is empty.

The header badge reads **Department** or **Client**. A client conversation is also available from that client's **Channel** tab. It stays internal. Portal users do not see it.

## Pin, watch, and reply in a thread

1. Open the conversation.
2. Select **Pin conversation** to add it to **Pinned**. Select **Unpin conversation** to remove it.
3. On a named channel, select **Watch channel** to follow it, or **Unwatch channel** to stop.
4. Hover a message and use the reply control to open **Thread**.
5. Type in **Reply in thread...** and send.
6. Select **Show details sidebar** when you need **Members**. Select **Hide details sidebar** to close it.

**Minimize to popup** keeps the same conversation in a smaller window. It does not create a second conversation.

## Expected result

- The conversation is in the matching sidebar section.
- Your message appears on the timeline.
- A thread reply stays in **Thread** and shows a reply count on the original message.
- Pinning changes only your **Pinned** list.

## Troubleshooting

| Symptom | What to check |
| --- | --- |
| **Chat** is missing from navigation or the header | You need **View Chat**. |
| **Create** does not start a named channel | You need **Manage Chat Channels**. |
| The composer does not send | You need **Send Chat Messages**, and you must have a conversation open. Default member levels may not include it. |
| The composer still says **Choose a conversation to start messaging** | Select a conversation first. |
| A department or client row is listed but empty | Select it, then send the first message. Empty conversations show **Start the channel**. |
| A client contact cannot find Chat | Expected. Chat is internal. Use the client portal or a ticket for external conversation. |
| A ticket reply does not appear in Chat | Expected. Tickets and Chat are separate. |

## Related articles

- [Chat overview](https://www.agencytitan.com/help/chat/overview/): Understand Chat, conversation types, and how internal messages differ from tickets and the client portal.
- [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.
- [Clients overview](https://www.agencytitan.com/help/clients/overview/): Understand the Clients list, client record anatomy, Client Profile templates, Info Sheets, notes, programs, tasks, and tickets.
- [Invite your team](https://www.agencytitan.com/help/getting-started/invite-your-team/): Invite agency teammates from Users so they can sign in to the agency app. This is not a client portal invite.