Service & group chats
When service is delivered through chat, the quality of that chat is the quality of your event. The Service & group chats view of Messages lets an organizer look over the shoulder of service providers' conversations and group chats: search them, open a thread, and jump from a request to the work item it became. It is strictly read-only and deliberately blind to private chats between attendees, so attendees can trust that their personal conversations stay personal. (It used to be a separate Communication Oversight screen.)
How it works
| Conversation | Where |
|---|---|
| Your event team's channel with an attendee | The main Attendee messages view of Messages, where you can answer |
| A service provider's conversation with an attendee | Service & group chats — Service |
| Group chats, including their members and settings | Service & group chats — Group |
| Private chat between two attendees | Never, not even by a direct link |
- Read-only. There is no message box in this view. To answer an attendee yourself, use Attendee messages.
- Access is a permission. Can View Communication Oversight is on by default for Account Owners and Super Users and can be granted to members on the Event team. Volunteers, partners and service providers never get it. Without it, Messages shows no Service & group chats tab.
- A private chat becomes visible only when it becomes service. If a service provider converts a request made in a private chat into a work item, that conversation is from then on a service conversation and appears here.
- Work items and conversations link both ways. A service thread that produced a work item shows View work item; a work item created from chat opens its conversation here.
Step by step
Open Communication → Messages and choose Service & group chats at the top.
Filter by All, Service or Group, or search conversations and messages by name or text.
Click a conversation to read the whole thread. For a group, its name, posting mode, add-member mode and creator are shown beside it.
Click View work item to open the work item a service request became.
To talk to an attendee yourself, switch back to Attendee messages.
What attendees see
Attendees are not affected and see nothing of this view: it never posts, never marks messages as read and never appears in their app. Their private one-to-one chats with other attendees are excluded by design.
Tips
- Grant the permission sparingly — this view shows everything your service providers say to attendees.
- Use it after the event to review how requests were handled, and to spot questions worth answering in an FAQ next year.
- If a group chat is being misused, you can read it here, but only a group admin can remove members — ask one, or take part in the group yourself.