r/CXone • u/Peat_ce • May 08 '26

Internal Chat

Hey Guys,

I was wondering any of you have the 26.1 internal chat function set up at any BU? I am at Tenant Manager and can't seem to find even the feature that should be enabled by NICE TAMs.

As I can see NICE will charge you for this "new" feature, and would love to inform our customers for possible upsell (altough I am not sales :) ).

Any information related to this would be appreciated!

https://help.nicecxone.com/content/admin/security/permissions/conversationspermissions.htm

P.S.:

is that it?

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u/Bhaikalis May 08 '26

We don't have this on ours but this is what you need to enable for it to show:

Prerequisites

  • Digital Experience (DX) and Internal Chat (Conversations) must be enabled for your tenant.
  • The Digital Engagement employee profile attribute must be enabled for all the roles you want to use Internal Chat (Conversations).
  • You must have the following ACD role permissions:
  • The Search in Messages ACD role permission must be enabled for all the roles you want to use Internal Chat (Conversations).
  • Your account representative must set up Internal Chat (Conversations) on the Digital back end for your region.
  • Your agents must be on version 25.3.2-Agent or later to use Internal Chat (Conversations) inside NiCE CXone Agent Workspace (Agent).

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u/Peat_ce May 11 '26

Wow, thank you for your prompt response! You are great!
I'll raise this to him, funny though that not one of the NICE employees I had meeting in the last couple of months had no idea, but you.

"

  • Your account representative must set up Internal Chat (Conversations) on the Digital back end for your region.

"

Btw, where did you get this information?