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Chat is for timely internal coordination. It helps a team clarify a field visit, ask for missing evidence, or agree on the next task. It is not the permanent home for a citizen-service decision, restricted record field, or evidence that must later be filtered and audited. After the team agrees on an outcome, record it on the related request, inspection, task, or approved file location. The Contacts route is the conversation-list experience used in the small-screen flow; it is not a separate promise of a broad public address-book system. This guide uses “Chat” for the collaboration capability and notes responsive behavior where it changes the path.

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Work in a connected WhatsApp account

The WhatsApp inbox is separate from internal Chat. Select the intended connected account and conversation before sending. Account read, send, and manage permissions are distinct; management actions can also require the connected account’s current WhatsApp group, community, or channel role. Refresh after a role or membership change. Leaving a group disables its composer. Use the available composer controls for contact cards, locations, polls, scheduled events, stickers, GIFs, and video notes. Review the recipient and preview before sending; unsupported media is refused. Poll votes and event attendance belong to the WhatsApp conversation and do not approve a KayanOS request. Incoming call notices, rejection, and scheduled call links are supported controls; they do not provide an in-browser voice or video call. Open group or community details to manage permitted membership, pictures, linked groups, join requests, and invitations. Sending a targeted group invitation requires both account management and sending permission. Check the intended recipient and provider response; a sent invitation does not mean the person joined. Channel controls follow the current owner, administrator, or subscriber role. Refresh posts when needed; reactions require a provider-recognized post. Group chat settings do not apply to a community parent. Account managers can update profile/privacy and blocking settings and manage native contacts. A saved reply inserts text into the composer as a draft. Review and send it separately; saving a reply does not deliver it. A provider rejection leaves the draft available for correction; refresh before retrying an uncertain operation. Load older history from the conversation when available. A waiting-to-decrypt message is not a blank message or proof of lost content; allow synchronization and reopen it. For failed media, retry playback after checking connectivity. If the account needs recovery, follow the displayed recovery action before resending to avoid duplicates. Keep the authoritative service outcome in the related task or record.

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Dictate text or send a voice note

Where the composer offers voice controls, use dictation to insert recognized speech into the message text, then review it before sending. A voice note sends an audio recording instead. Allow microphone access and listen to the recording before sending it to the intended conversation. A voice-note transcript may appear with the audio. It can be delayed or unavailable; listen to the original when wording matters. If recording or dictation fails, check browser microphone permission and service availability, or type the message. Transcription does not bypass conversation membership or access to linked records. Type # in the composer to search accessible records and insert a record link. Use the type filters to narrow the picker. A recipient’s preview follows that recipient’s record access; a link does not share the record or expose protected fields. Open a record’s Discussions tab to follow linked conversations, then use its message link to return to the original exchange. Discussions are hidden when Chat is turned off. Use replies to keep a thread together, pins to retain a useful message, conversation search to find an exchange, and the details panel to review participants and shared files. Files & media lists shared files, not every record link. Conversation notification settings control how that conversation alerts you. Select relevant messages and choose the task or record creation action. Review any AI-prefilled values, choose the required task type or entity, complete required fields, and create the item deliberately. An AI suggestion has not created a record. The saved item keeps its source-message context. Creation still requires the destination permissions and validation rules. A task card offers an allowed next status step toward completion. Some tasks need several steps or required data before they can finish. If the action fails, open the task and resolve its workflow requirements. If a linked record is unavailable, check its reference and your scope with the owner; do not paste restricted content into the conversation. Continue the formal work in Tasks and approvals.

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Goal

Create and use the right internal conversation, understand which message actions are available, search only work you are entitled to see, and convert agreed discussion into accountable record-based work.

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Start the right conversation

Use a direct conversation for a one-to-one handoff and a group conversation for a service team that must coordinate on the same work. If a direct conversation already exists between the two members, KayanOS reuses it rather than creating a duplicate.

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Direct request handoff

  1. Open Chat. On a small screen, use the conversation/contact list path provided by the mobile layout.
  2. Search for the internal colleague who needs to act.
  3. Open the existing direct conversation or start a new one.
  4. State the request reference, the operational question, and the needed next action. Do not paste more personal data than the recipient needs to perform the work.
  5. When the answer affects the service, update the related task or record.

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Service-team group

  1. Start a group conversation only when the same recurring team needs a shared operational context.
  2. Give the group an understandable name, such as North Center inspection coordination.
  3. Select internal members who genuinely need to participate.
  4. Agree on what belongs in the group and what must stay on the request/inspection record.
  5. Review membership when responsibilities change; a conversation should not become a long-lived channel for people who no longer need access.
Expected result: the conversation contains concise coordination, while the request CSR-2026-00042 still carries the authoritative service state, owner, findings, evidence links, and final outcome.

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Use message actions precisely

KayanOS exposes message actions according to the message type, persistence state, and sender. The following table is a practical guide for internal conversations. Attachments, images, files, voice features, and rich text can support collaboration where enabled. Use them according to the organization’s data-handling policy. Store evidence in the request’s approved file field or Library location when it must be retained, shared, or reviewed as part of the service record.

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Convert coordination into accountable work

For CSR-2026-00042, the Field Inspector writes: “The location document is missing; please obtain a corrected copy before tomorrow’s visit.” Turn that exchange into a controlled task:
  1. Use the message action to create a task, or create one directly in Tasks.
  2. Verify the title and context, then relate it to the Citizen Service Request or inspection.
  3. Assign the Registry Officer, set a due date, and add the Service Manager as owner if the policy uses a separate owner role.
  4. Save the task and verify it appears in the assignee’s task/Home view.
  5. When the document arrives, save the durable evidence on the request or inspection and update the authoritative status.
This sequence prevents a critical instruction from disappearing inside a chat history.

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Search safely and accurately

Internal chat search is designed to respect conversation visibility. It searches messages only in conversations the current member is allowed to see through their membership/role selectors. Knowing a conversation ID or another member’s name does not grant access to that conversation. Use search as follows:
  1. Enter at least two meaningful characters; the product normalizes the query and accepts up to 100 characters.
  2. Search for a serial reference, short service phrase, or a distinctive operational term rather than a citizen’s full sensitive profile.
  3. Open the result, then confirm that the current request/inspection record still matches the conversation context.
  4. Create or update accountable work rather than relying on a search result as the final audit record.
Search results are paged and the service permits a bounded number of results per request. A lack of results can mean no matching accessible conversation, not necessarily that the discussion never occurred.

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Availability and privacy

Conversation visibility follows organization membership and the conversation’s participants/derived role selectors. Message actions also require the appropriate message state and ownership. A member should not be asked to forward restricted information into a broader group simply because another team needs a summary; create a permitted task or record update with only the necessary data instead. Before sharing a message, attachment, or search result, ask:
  1. Does every target participant need this information to perform their job?
  2. Is the underlying request/inspection record a safer source than an attached copy?
  3. Should the information be a task, formal record note, or approved Library item instead?
  4. Will the recipient retain the right access after an assignment or service-center change?

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Safe testing

Use a synthetic request and three internal test members. Create a direct chat and a small group, send a non-sensitive text message, react/reply, create a task from it, and confirm that only the sender can edit/delete that message. Search for the synthetic serial reference as a participant and as a nonparticipant. Verify that the nonparticipant does not see the conversation through search or a shared link.

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Troubleshooting

KayanOS internal coordination for a representative service inspection.