Keep Every Conversation in Context with Unified Chat

When your team works on a deal or processes a document, conversations often scatter across emails, chat threads, and different apps. Details get lost, context slips, and follow-ups fall through. Unified Chat gives you one place to talk and work, right inside Microsoft Teams. Every record in CRM and Billing can have its own dedicated Teams chat, so the conversation lives next to the record it belongs to.

Unified Chat is available in these apps:

• CRM as a Service: a chat for each opportunity, lead, or case

• Billing as a Service: a chat for each quotation, sales order, or sales invoice

Ticketing as a Service works a little differently since it is a separate app. See how Unified Ticket Chat works in Ticketing.

The chat keeps the discussion and the record details together, where your team already spends the day. Everyone involved sees the same thread, so nothing needs to be repeated, forwarded, or searched for later.

Granting Admin Permission

Before your team can use Unified Chat, one quick setup step is needed. Your Microsoft Teams administrator, usually someone from your IT team, approves the permissions the app needs to create chats and send messages. This is done once for the whole organization, and the app only asks for what it strictly needs to make the chat work. After that, everyone can start chatting from their records right away.

One Chat per Record

Unified Chat follows a simple concept: one chat per record. The moment you start a chat from a record, the app automatically creates a dedicated Microsoft Teams chat linked to it. In CRM as a Service that record is an opportunity, lead, or case. In Billing as a Service it is a quotation, sales order, or sales invoice. Everyone involved shares a single thread, complete with the record's details and the full story of what is happening, so the discussion stays in context.

Default Participants and Managing Access

Each chat starts with the people already involved, so you never have to build the group yourself:

• The owner: the person responsible for the record

• The collaborators: anyone collaborating on the record to stay updated on it

• The chat starter: whoever starts the chat joins automatically

For example, if Allan owns a record, Alex collaborates on it, and Megan starts the chat, the conversation opens with all three of them in it.

People come and go, and the chat keeps up with that on its own:

• Adding someone: add them to the record, for instance by selecting their name in a people field, and they join the chat automatically

• Removing someone: take them off the record, and they leave the chat too

You never maintain a separate member list, because the chat always mirrors who is actually working on the record.

Chat from the Record or from Teams

You can hold the conversation from whichever side you prefer, and both stay in sync. If you prefer working inside the app, chat right from the record. Any message you send there instantly appears in the Teams chat too, including any images you share.

The same applies in reverse. Reply directly in Microsoft Teams, and the message shows up on the record too. Nobody has to think about where to answer, because both sides always show the same conversation. It follows your workflow, not the other way around.

By bridging your app and your daily communication tool, Unified Chat changes how your team moves work forward. No more lost emails, disjointed threads, or constant toggling between windows, just one clear, synchronized conversation next to every record.

Permissions Requested for Chat

Unified Chat only requests the Microsoft Graph permissions it needs to create chats, keep members in sync, and post updates. Here is what each permission does and why it is required:

• Chat.Read: Used to read chat history for the chat linked to a record, on behalf of the signed-in user.

• Chat.Create: Used to create a new one-to-one or group chat for a record.

• Chat.MessageSend: Used to send messages in the chat on behalf of the signed-in user.

• Chat.ManageDeletion.All: Used to delete and recover deleted chats, on behalf of the signed-in user.

• ChatMember.ReadWrite: Used to add or remove chat members when the record's owner or collaborators change.

Join Our Community!

Frequently Asked Questions

Which apps can use Unified Chat?

Unified Chat is available in CRM as a Service and Billing as a Service, and it works the same way in both. CRM links a chat to each opportunity, lead, or case, and Billing links one to each quotation, sales order, or sales invoice. For Ticketing as a Service, which is a separate app, take a look at Unified Ticket Chat in Ticketing.

Do I need admin approval to use Unified Chat?

Yes. A Microsoft Teams administrator approves the permissions once for the whole organization. After that, everyone can start chats from their records. The app only requests the Microsoft Graph permissions it needs to create chats, sync members, and post messages.

Who is added to a chat by default?

Each chat starts with the people already on the record: the owner, the collaborators, and whoever starts the chat. You never build the group manually, and membership updates automatically as people are added to or removed from the record.

---

TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM as a Service, Ticketing as a Service and Checklist as a Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.