🏷️ What is a room?
A room is a secure, private message space where invited users can communicate, share updates, and exchange files. There are two types:
Standard room – for general discussions
Case room – tied to a specific case/workflow
🧭 Room layout overview
When you open the Rooms module in the web app, the layout is divided into three key sections:
Room list (left panel):
Displays all your rooms (Active or Archived)
Filter options are available at the top to show only open, closed, or all rooms
Sort rooms alphabetically or by activity type
A crossed-out bell icon next to a room indicates it is muted
Messaging area:
This is where you view and send messages
Messages are shown chronologically
You can upload files, tag teammates, and see timestamps for each message
Hover over a message and click the (+) plus icon to add an emoji, view message details, redact a message, or reply to a specific message (Note: on mobile, long tap the message to see these options)
Room details panel (right panel - accessed via ⓘ icon):
Details: Group name and description
Files: View all files shared in the room
Case info (for case rooms): Click to see the case details
Add people (for standard rooms): Add more users to the room
Leave group: Remove yourself from a room
Mute group: Enable or disable notifications for a room
Notification sound: Edit the sound for a specific room
Delete room: Available to the user who created a standard room, or for admins under case permissions.
Active room members: List of current members in the room
➕ How to create a new room
From the room module, click + Add Room above the list of existing rooms
Click the plus icon in the top right
Select Standard or Case
Add a Room Name (required) and Description (optional)
(Optional) Click Set as a managed room if only managers should be allowed to grant access
Search for Users, then click (+) add them to the room
Type your first message and click Create
🔍 Finding existing rooms
Navigate to the Rooms module
Use the search bar to find a room by name > Click on the room name to view and send messages
Click the sort or filter icon to reveal additional options like showing closed rooms or sorting alphabetically
🗂️ Viewing archived or closed rooms
From the admin portal:
Click Chatrooms
Toggle between Active and Archived tabs
Search for the room name
Select the room to open the room details
Click Download PDF Report
From the web app:
Open the Rooms module
Click the filter icon
Select Show All Rooms
Search for the room
Note: To access a room in the web app, you must be added to it first. If you don’t see the room, check with your admin to confirm you’ve been invited.
📎 Sharing files
You can share files in any message room, including images, documents, and videos.
To upload a file:
Open the room
Click the paperclip icon in the message bar
Either choose a file from computer or drag and drop the file into the message window, (optional) enter a message or caption, and click send to share it with the room
To view shared files in a room:
Open the room
Click the info icon (ⓘ) in the top right corner
Select Files to see all files shared in that room, organized into tabs to view all files in one place, or just the files you've uploaded to the room
This makes it easy to reference past attachments without scrolling through the entire message history.
🔔 Room notifications
Room participants are notified when:
A new message is sent
A file is uploaded
Individuals are notified when:
They have been added to a room
Someone mentions them in a message (e.g.,
@Dr. Smith)
In addition to standard alerts for new messages and file uploads, you can view message details and customize and manage notifications with the following options:
Unread message count:
Each room in the room list shows a count next to it for any unread messages or updates
Mute or un-mute a room:
Open the room
Click the info icon (ⓘ) in the top right corner to see the room details panel
Next to Mute group, toggle off or on
Identify muted rooms:
Muted rooms appear in the room list with a crossed-out bell icon
Muted rooms will still appear in your list, but you won't get sound or banner alerts unless you're mentioned directly.
Change the notification sound for a room:
Open the room
Click the info icon (ⓘ) in the top right corner
Click on Notification Sound
Select a different sound from the list
To tag a specific person:
Type @ followed by their name (e.g.,
@Dr. Smith)Tagged users will be notified even if their room notifications are muted or they’ve turned on Do Not Disturb
🛠️ Advanced message features
Hover over a message and click the (+) plus icon to see additional message features. (Note: on mobile, long tap the message to see these options)
Add an emoji to a message
Click on a specific emoji to indicate a reaction or acknowledgement to a message
See who viewed a message
Click Message Details to see a list of users who have read it
Resend a notification:
Select Message Details > Not Seen By to view users who haven’t seen it.
Click the paper airplane icon next to the user's name.
Confirm when prompted to re-send the message.
Note: Only users who have not yet viewed the message will be alerted
Redact a message:
Choose Redact to remove the content and show that a message was redacted