Live Chat and Direct Messaging

Live chat and direct messaging are communication tools that let staff have quick, real-time conversations. Unlike email, they are designed for instant replies, so you can get an answer without waiting or leaving your desk.

These tools are ideal for quick discussions. Instead of sending an email and hoping for a fast response, or walking across the office to ask a question, you can send a message and see straight away whether the other person is available. For example, a mechanic at a bike repair shop can message a colleague in the parts store to check whether a replacement wheel is in stock, and get an answer in seconds.

They are communication tools, not collaboration tools, because their main purpose is talking to each other rather than working together on the same thing, such as a shared document.

Key benefits

• Real-time communication: messages appear instantly, so conversations flow like spoken ones.
• Privacy and security: many services use end-to-end encryption, meaning only the people in the conversation can read the messages.
• Status indicators: a dot or label shows whether someone is available, busy or away, helping you choose when to message.
• Record of messages: chats are saved, so you can look back at what was agreed.
• Group chat: several people can join one conversation, useful for small teams.
• File sharing: you can send documents or images directly in the chat.
• Notifications: alerts tell you when a new message arrives, so you do not miss anything important.