Overview
Knowlix Discuss provides integrated team communication through persistent chat, video meetings, file sharing, and collaboration tools. Communicate across all modules without leaving the database, maintain conversation history alongside business records, and coordinate work through threaded discussions. The communication system operates through two interfaces: the dedicated Discuss dashboard for centralized conversations and the ubiquitous chat widget accessible from any page. Every record in Knowlix includes an activity feed (chatter) for record-specific communication, logging notes, scheduling activities, and tracking changes. Discuss supports direct messages for private conversations, team channels for group discussions, video meetings with screen sharing, and integration with external communication platforms. Canned responses accelerate common replies, while smart search and filtering help locate specific conversations quickly. All communication ties directly to your business data. Send messages from CRM opportunities, helpdesk tickets, project tasks, or any record. Tag colleagues to notify them, attach files for reference, and maintain complete communication history accessible to authorized team members. 💡 Pro Tip: Ask Your Knowlix for communication tasks: “Send a message to the sales team about Q4 targets” or “Schedule a call activity with John for tomorrow”Discuss Dashboard
The central hub for managing all conversations and communication channels. Accessing the Discuss dashboard: Click the Discuss icon in the main navigation menu to open the full communication interface.Dashboard Sections
Inbox: Shows unread messages from all sources (direct messages, channels, mentions). Messages remain in the inbox until marked as read. Click any message to open the conversation. Starred: Contains messages you’ve marked as important or for later follow-up. Star messages from any conversation using the star icon. Starred messages stay accessible regardless of conversation activity. History: Displays activity feed updates for records you’re following or have been mentioned in. See when opportunities change stage, tasks are completed, tickets are assigned, or other significant record events occur. 💡 Inbox Zero Strategy: Process inbox messages regularly. Reply, star for later, or mark as done. Keeping inbox empty ensures you don’t miss critical communications.Direct Messages
Private conversations between individuals or small groups.Starting Direct Messages
To initiate a direct message:- In the Discuss dashboard, click the + icon next to “Direct Messages”
- Enter colleague names in the “Start a conversation” search bar
- Add multiple participants for group conversations
- Press Enter to create the conversation
Message Actions
Hover over any message to reveal action icons:- Add Reaction: Select emojis to react to the message
- Reply: Respond in a threaded conversation
- Mark as Todo: Add to starred for follow-up
- More Options: Pin message, mark as unread, edit (your messages only), or delete (your messages only)
Conversation Settings
Icons in the top-right corner of conversations provide additional controls: Notification Settings: Configure how you receive notifications for this specific conversation. Choose between notifications for all messages, only mentions, or no notifications. Start a Call: Initiate a video meeting with conversation participants. All members receive call notifications and can join. Conversation Details: Click the conversation name at the top to:- Rename group conversations
- Add descriptions (group conversations with 3+ participants only)
- View participant list
User Status Indicators
Colleague availability appears as colored circles on profile pictures:- Green: Online and available
- Orange: Away (inactive for a period)
- White: Offline (not logged in)
- Airplane: Out of office (manually set status)
Leaving Conversations
Click the Leave this channel icon next to the conversation name in the left sidebar to leave group conversations.Note: Leaving doesn’t delete conversation history. If you create another direct message with the same participants, previous history remains accessible.💡 Your Knowlix: “Send a direct message to Sarah about the client presentation”
Video Meetings
Conduct video calls with screen sharing and collaboration features.Starting Meetings
From Discuss dashboard:- Click Start a meeting in the top-left corner
- Select participants from the “Invite People” dropdown
- Click Start
Meeting Controls
Available during calls:- Mute/Unmute: Control your microphone
- Deafen/Undeafen: Temporarily disable audio from other participants
- Camera On/Off: Toggle video feed
- Raise Hand: Signal you want to speak
- Share Screen: Show your screen to other participants
- Enter Full Screen: Expand meeting to fill your screen
Team Channels
Organized group discussions around topics, teams, departments, or projects.Creating Channels
To create a new channel:- In the Discuss dashboard, click the + icon next to “Channels”
- Enter the Group Name
- Add an optional Description explaining the channel purpose
- Configure Privacy settings
- Invite initial members
- Save
Channel Settings
Click the gear icon next to a channel name to access settings. Privacy Tab: Authorized Group: Limit channel access to specific user groups. Only members of selected groups can join and view the channel. Auto Subscribe Groups: Automatically add all members of selected groups as channel followers. Users from these groups are added automatically when the group membership changes. Auto Subscribe Departments: Similar to group subscriptions but based on department assignments. Useful for department-wide communication channels.Note: Users auto-subscribed through groups or departments can manually leave the channel if they choose.Members Tab: View current channel members and invite new participants. To invite members:
- Open channel settings
- Click the Members tab
- Click Add a line
- Select contacts or guests from the dropdown
- Save
Channel Discovery
Finding available channels: Click the gear icon to the right of “CHANNELS” in the sidebar to see all channels you can join. Click Join on any channel to become a member. Click Leave on channels you no longer need. Quick search: When you have 20+ pinned conversations, a search bar appears at the top of the sidebar. Type channel names to filter and find conversations quickly. Linking channels in activity feeds: Type # followed by the channel name in any activity feed (chatter). Click the suggestion to insert a clickable link to the channel. Clicking links opens the channel conversation in a popup window. 💡 Channel Organization: Create channels for ongoing topics (projects, teams) rather than temporary discussions. Use direct messages for short-term conversations.Activity Feeds (Chatter)
Every record includes an activity feed for communication, notes, activities, and change tracking.Activity Feed Components
Change Log: Automatic notes log whenever record fields are updated. Entries include the date, changed fields, old values, new values, and the user who made the change. System-generated changes credit “KnowlixBot.” Messages: Send emails to external contacts directly from records without leaving Knowlix. Messages sent through the activity feed are logged for full communication history. Notes: Internal notes visible only to authorized internal users. Use for internal commentary, strategy discussions, or information not meant for external contacts. Activities: Scheduled follow-up tasks with due dates and assignees. Activities appear in calendars, to-do lists, and the activities view of modules. Files: Attachments uploaded to the record. Download or preview files directly from the activity feed.Following Records
Followers receive notifications when records they follow are updated. To follow a record: Click Follow in the top-right corner above the activity feed. The button changes to “Following.” Click again to unfollow. Managing followers:- Click the followers count to open the followers list
- Click Add Followers to invite others
- Select contacts from the dropdown
- Check “Send Notification” to alert them
- Edit the notification message template if desired
- Click Add Followers
Automatic following: Users automatically follow records they create or are assigned to.
Logging Internal Notes
To log a note:- Open any record with an activity feed
- Click Log note above the composer
- Enter your note text
- Tag colleagues by typing @ followed by their name
- Attach files if needed
- Click Log note or press Ctrl + Enter
Sending Messages
To send an email message:- Open the record
- Click Send message above the composer
- Confirm or add recipients (followers are added automatically)
- Compose your message
- Click Send or press Ctrl + Enter
- Subject line editing
- Email template selection
- Rich text formatting
- File attachments
- Recipient management
Scheduling Activities
To create a follow-up activity:- Click Activities above the activity feed
- Select an Activity Type (Call, Email, Meeting, To-Do, etc.)
- Enter a Summary describing the activity
- Select an Assigned to user (defaults to you)
- Confirm or adjust the Due Date
- Add notes in the log field
- Click one of:
- Schedule: Adds activity to planned activities
- Schedule & Mark as Done: Immediately marks complete
- Done & Schedule Next: Completes and opens new activity form
- Cancel: Discards the activity
- Red: Overdue
- Yellow: Due today
- Green: Due in the future
Attaching Files
To attach files: Click the paperclip icon at the top of the activity feed to open a file browser. Select files or drag and drop them directly onto the activity feed. Files appear under a “Files” heading in the activity feed. Download files by clicking the download icon.Note: After the first file is added, use the “Attach files” button below the Files heading for additional uploads. The paperclip icon then toggles file section visibility.
Searching Activity Feeds
To search messages and notes:- Click the search icon above the activity feed
- Enter keywords or phrases
- Press Enter
- Results appear with keywords highlighted
- Hover over results and click Jump to navigate to that message in the feed
Canned Responses
Pre-written message templates triggered by shortcuts.How Canned Responses Work
Type a shortcut keyword, and Knowlix expands it to a longer pre-written message. Canned responses work in direct messages, channels, activity feeds, live chat, and WhatsApp messages. Components:- Shortcut: Keyword you type (e.g., “hello”, “thanks”, “pricing”)
- Substitution: Full message that replaces the shortcut
Creating Canned Responses
To create a response:- Navigate to Discuss → Configuration → Canned Responses
- Click New
- Enter a Shortcut command
- Enter the Substitution message
- Add a Description explaining when to use this response
- (Optional) Select Authorized Groups to share with specific teams
- Save
- Responses without authorized groups are private (creator only)
- Responses with authorized groups are shared with those groups
- Administrators can edit all responses but can only use responses they’re authorized for
Using Canned Responses
Type : followed by the shortcut in any composer or chat window, then press Enter. The shortcut expands to the full substitution text. Edit the expanded text before sending if needed. Browsing responses: Type : alone to see a dropdown of available responses. Type : followed by letters to filter the list. 💡 Response Examples:- Shortcut: “pricing” → Substitution: “Thank you for your interest! Our pricing starts at $X per month. Would you like to schedule a demo to discuss your specific needs?”
- Shortcut: “meeting” → Substitution: “I’m available Monday-Wednesday next week. What time works best for you?”
Notification Preferences
Control how and when you receive communication notifications. To configure notification preferences:- Navigate to Settings → Users → Manage Users
- Select your user record
- Open the Preferences tab
- Locate the Notification field
- Choose:
- Handle by Emails: Receive email notifications for messages, mentions, and followed record updates
- Handle in Knowlix: See notifications in the Discuss app inbox instead of email
- Save
Persistent Chat Widget
Access conversations from any page without opening the Discuss dashboard. Click the chat bubble icon in the top-right corner of any page to open the chat widget. The widget displays:- Recent direct messages
- Active channels
- Unread message indicators
- Quick access to start new conversations or meetings
Best Practices
Use Channels for Persistent Topics
Create channels for ongoing topics like projects, departments, or long-term initiatives. Use direct messages for temporary conversations that don’t need permanent channels.Tag Sparingly in Messages
Only tag people who truly need to respond or be informed. Over-tagging creates notification fatigue and reduces message effectiveness.Log Notes for Internal Strategy
Use internal notes for information that shouldn’t be sent to external contacts. Discuss strategy, record internal decisions, or document conversations with colleagues.Star Important Messages for Follow-Up
When you receive a message requiring action later, star it immediately. Process starred messages daily to ensure nothing falls through the cracks.Name Channels Clearly
Use descriptive channel names that indicate purpose (“Q4-Sales-Campaign,” not “Team”). Clear names help users find relevant channels quickly.Configure Follower Subscriptions Thoughtfully
Don’t add people as followers just to inform them once. Use direct messages for one-time information. Add followers when they need ongoing record updates.Archive Old Channels
When projects complete or topics are no longer relevant, archive channels rather than deleting them. This preserves conversation history while decluttering active channel lists.Use Activity Feeds Over Separate Documentation
Document decisions, changes, and key information directly in record activity feeds rather than maintaining separate notes. This keeps context with the relevant record.Set Realistic Activity Due Dates
When scheduling follow-up activities, choose achievable dates. Overdue activities clutter lists and reduce system effectiveness.Leverage Canned Responses for Common Messages
Create canned responses for frequently sent messages. This saves time and ensures consistent communication quality.Process Your Inbox Regularly
Don’t let unread messages accumulate. Dedicate time daily to process inbox messages, reply where needed, and mark others as done.Edit Messages to Correct Errors
If you send a message with typos or incorrect information, edit it immediately. Recipients may not see updated versions if they’ve already read it, but the record reflects the correction.Related Documentation
- Activities - Activity scheduling and management
- Calendar - Meeting scheduling
- VoIP - Voice calling integration
- Helpdesk - Support ticket communication
Need Help?
Ask Your Knowlix:- “Send a message to the sales team about today’s meeting”
- “Create a canned response for pricing inquiries”
- “Schedule a call with John tomorrow at 2 PM”
- “Show me unread messages from the support channel”
- “Start a meeting with the project team”
- “Log a note on this opportunity about the client’s budget”