Team Chat troubleshooting

2 min readChecked against the dashboard on 16 October 2026

Most Team Chat problems come down to one of these: your role in the workspace, which workspace you're in, or browser notification permissions.

"Team chat isn't available to viewers"

Your seat in this workspace is view-only, and viewers can't use the chat. Ask a workspace owner or admin to change your role if you need to take part. The plan has nothing to do with it: Team Chat is free on every plan.

I can't see a channel someone mentioned

It's private. Private channels only appear for their members. Ask someone in the channel to add you through Channel members.
You're in a different workspace. Each workspace has its own chat. Check the workspace switcher. See Workspaces.
It was deleted. Deleting a channel removes it and its messages for everyone.

The header says Reconnecting

The live connection dropped. Nothing is lost, and messages sent in the meantime appear once it's back. If the chat stays stuck, refresh the page. When live updates aren't available, the chat checks for new messages every few seconds while the tab is open.

A message shows "Not sent"

You were offline when you pressed send. Wait for the connection to come back and send it again.

I can't delete, edit or pin something

You can only Edit your own messages.
Delete works on your own messages. Owners and admins can also delete others' messages in channels, but not in direct messages.
In a channel, only its creator or an owner or admin can Pin, Edit channel or Delete channel.
#general can't be renamed or deleted.

See Edit, delete, react to and pin messages.

I'm not getting notified

In a channel you're only notified about @mentions unless you choose Every new message. Check Notification settings in that conversation.
You may have set the conversation to Nothing.
Desktop pop-ups need browser permission and your computer's notification settings. See Team chat notifications.

I can't add someone

They need to be in the workspace first, as an owner, admin or member, not a viewer. An owner or admin adds them under Settings → Workspace with Add person.

Next: What Team Chat is and where to find it.

What Team Chat is and where to find itTeam Chat is where your workspace talks: channels for topics and direct messages between two people. Open Marketing Manager → Team Chat in the sidebar, or click the Team chat icon in the top bar, which shows a dot when y Team chat notificationsBy default, you're notified about every direct message and whenever someone @mentions you in a channel. Other channel messages show as unread counts but don't notify you. You can change this per conversation, and choose Create and manage channelsIn Team Chat, click Create a channel beside the Channels heading. Give it a name, choose who can see it, and click Create channel.WorkspacesA workspace is a self-contained tenant. Its own contacts, audiences, senders, campaigns, automations and connections — none of it shared with any other workspace.

Ask Agent PK in your dashboard

Agent PK answers from these same articles, looks at your own account, and can do the task for you once you confirm. Open it from the top bar in the dashboard.

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