The Support Channel is a real-time, Slack-style messaging space for your internal team. Each location gets its own dedicated channel where staff can coordinate operations, share updates, and jump on video calls -- all without leaving RentalTide.
Getting started
Each location has its own support channel. When you navigate to the Support Channel page, it automatically loads the channel for your currently selected location.
- If no channel exists yet for a location, one is created automatically the first time you visit.
- If automatic creation does not succeed, click the Create Channel button to set it up manually.
- When All Locations is selected in the sidebar, the page prompts you to select a specific location, since each channel is location-scoped.
Channel header
The header bar at the top of the channel displays:
| Element | Description |
|---|---|
| Channel name | The name of the channel (prefixed with #), typically matching your location name |
| Online indicator | Shows how many team members are currently online in this channel |
| Search | Opens a search overlay to find messages by keyword |
| Saved messages | Opens the saved messages panel to view bookmarked messages |
| Huddle | Start or join a live video huddle |
| Slack link | Connect or disconnect a Slack channel for cross-platform messaging (admin only) |
Sending messages
Type your message in the composer at the bottom of the channel and press Enter to send. Messages appear instantly for all staff members connected to the channel via WebSocket.
The message composer supports:
| Feature | Description |
|---|---|
| Text messages | Standard text messages sent in real time |
| File attachments | Click the attachment icon to upload images, PDFs, and other documents |
| Typing indicator | Other users see a "typing..." indicator when you are composing a message |
Message list
Messages appear in chronological order with automatic date separators between different days. Each message displays:
| Element | Description |
|---|---|
| Author name | Name of the staff member who sent the message |
| Author avatar | Profile picture or initials |
| Timestamp | Time the message was sent |
| Message body | Full text content |
| Reactions | Emoji reactions added by team members |
| Thread indicator | Shows reply count if the message has a thread |
Older messages are loaded automatically as you scroll up (infinite scroll with pagination).
Threads
Threads keep focused conversations organized without cluttering the main channel timeline.
- Hover over any message to reveal the action bar.
- Click the thread icon to open the thread panel on the right side.
- Reply within the thread. Thread replies do not appear in the main channel view.
- The original message shows a reply count indicator so others can see there is an active thread.
On mobile, the thread panel replaces the main message view. Use the back button to return to the channel.
Emoji reactions
Add quick reactions to any message without adding to the message stream.
- Hover over a message to reveal the action bar.
- Click the emoji icon to open the emoji picker.
- Select an emoji to add your reaction.
- Click an existing reaction to toggle it on or off.
Multiple users can react with the same emoji, and the count is displayed next to the reaction.
Message actions
Hovering over a message reveals additional actions:
| Action | Description |
|---|---|
| Reply in thread | Open a thread for focused discussion |
| React | Add an emoji reaction |
| Save | Bookmark the message for later reference |
| Delete | Remove the message (available for your own messages or if you are an admin) |
Search
Click the search icon in the channel header to open the search overlay. Type keywords to search through all messages in the current channel. Click a search result to jump to that message in the timeline. If the result is within a thread, the thread panel opens automatically.
Saved messages
Click the bookmark icon in the channel header to open the Saved Messages panel. This shows all messages you have bookmarked for quick reference. Saved messages persist across sessions.
Video huddles
Huddles are lightweight video calls that any channel member can start or join.
- Click the headphones icon in the channel header to start a huddle.
- Other staff members see a notification and can click Join to enter the call.
- During a huddle, you have controls for:
| Control | Description |
|---|---|
| Mute / Unmute | Toggle your microphone |
| Camera On / Off | Toggle your video feed |
| Screen Share | Share your screen with other participants |
| Leave | Exit the huddle |
The huddle bar appears at the bottom of the message area when a huddle is active, showing participant tiles and control buttons.
Huddles are ideal for quick coordination -- like discussing a customer situation or walking through a process with a remote team member. They require no scheduling and start instantly.
Slack integration
Admins can link a RentalTide support channel to an external Slack channel for cross-platform messaging.
- Click the Slack icon in the channel header.
- Enter the Slack channel ID you want to link.
- Click Link Channel.
- Messages posted in either RentalTide or Slack will appear in both places.
To unlink, click the Slack icon again and select Unlink Channel.
Slack integration requires your Slack workspace to have the RentalTide app installed. Contact your administrator if the link fails.
Real-time updates
The support channel uses WebSocket connections for real-time message delivery. Messages, reactions, typing indicators, and huddle status all update instantly without polling. If the connection drops (e.g., due to a network issue), the channel reconnects automatically.
Permissions
All staff members at a location can view and send messages in that location's channel. Message deletion is restricted to the message author or admin/owner users. Slack linking and unlinking is available only to admin and owner roles.
Support channel conversations are entirely internal. Customers never see these messages. Use the Messages page for customer-facing communication instead.