How to Use Chat and Send Messages in TSN Phone

Applies to: Windows 10/11, macOS, iPhone, iPad, Android, and Web Browsers
Difficulty: Beginner
Estimated Time: 3–5 minutes

Overview

TSN Phone includes an instant messaging feature that allows you to communicate with coworkers without making a telephone call. Using Chat, you can send messages to other employees, participate in group conversations, and continue discussions across supported desktop, mobile, and web applications. This guide explains how to send and receive messages, start group conversations, share files when permitted, and manage chat notifications.

Before You Begin:

  • Make sure you have an active TSN Phone extension.
  • Sign in to your approved TSN Phone application.
  • Confirm that your device is connected to the internet.
  • Make sure the Chat feature is available for your extension.
  • Know the name or extension of the coworker you want to message.

Important: TSN Phone Chat is primarily intended for internal communication between users of your organization’s phone system.

Note: Instant messaging availability depends on your organization’s TSN Phone configuration and assigned services.

Understanding TSN Phone Messaging

TSN Phone may support several communication methods.

Internal Chat

Internal Chat allows you to send instant messages to coworkers who have supported TSN Phone accounts.

Common uses include:

  • Asking a coworker a quick question.
  • Checking whether someone is available.
  • Coordinating customer calls.
  • Sharing internal updates.
  • Communicating without interrupting an active telephone conversation.

Group Chat

Group Chat allows multiple employees to communicate in the same conversation.

Common uses include:

  • Department discussions.
  • Team coordination.
  • Project updates.
  • Internal announcements.

Note: Group chat features may be unavailable for some users or application versions.

SMS Text Messaging

SMS is separate from internal Chat.

SMS allows supported TSN Phone accounts to send text messages to external mobile telephone numbers when the organization has enabled the service.

Important: Not every TSN Phone extension has SMS enabled. This guide covers internal Chat rather than external SMS messaging.

Windows or Mac — Send a Chat Message

Step 1: Open TSN Phone

  1. Open the approved TSN Phone desktop application.
  2. Sign in using your assigned account.
  3. Confirm that the application is connected.

Step 2: Open Chat

  1. Locate the Chat icon, usually represented by a speech bubble.
  2. Click the icon.
  3. Wait for the Chat window to open.

Depending on your application version, you may see:

  • Recent conversations.
  • Unread messages.
  • A contact search field.
  • Group conversations.

Step 3: Start a Conversation

  1. Locate the search field in the Chat window.
  2. Enter the coworker’s name or extension.
  3. Select the correct person from the results.
  4. Open the conversation.

Alternatively, you may be able to start a chat directly from the employee directory:

  1. Locate the coworker.
  2. Right-click their name.
  3. Select Chat.

Note: In some desktop versions, double-clicking a coworker may also open a conversation, depending on your preferences.

Step 4: Send Your Message

  1. Click the message entry field.
  2. Type your message.
  3. Review it for accuracy.
  4. Press Enter or click the available Send control.

The message should appear in your conversation.

Example:

“Hi Sarah, are you available to take a customer call?”

Important: Always verify that you selected the intended recipient before sending confidential business information.

Windows or Mac — Reply to a Message

Step 1: Open the Conversation

  1. Open TSN Phone.
  2. Click Chat.
  3. Locate the conversation containing the new message.
  4. Select it.

Step 2: Reply

  1. Read the message.
  2. Click the message entry field.
  3. Type your response.
  4. Send the message.

Note: Depending on your application version, an unread-message indicator may appear next to the conversation or Chat icon.

How to Start a Group Chat

Group conversations allow several coworkers to communicate together.

Step 1: Open Chat

  1. Open TSN Phone.
  2. Navigate to Chat.
  3. Locate the option to create a new group conversation.

Depending on the application version, you may be able to select several users from the directory and choose Group chat.

Step 2: Add Participants

  1. Select the coworkers you want to include.
  2. Review the participant list.
  3. Confirm that the correct employees are selected.
  4. Create the group conversation.

Step 3: Send a Message

  1. Open the new group conversation.
  2. Type your message.
  3. Press Enter or select Send.
  4. Wait for the message to appear.

Note: Participants may receive notifications according to their personal settings.

Important: Only add employees who are authorized to view the information being discussed.

How to Add Someone to an Existing Group Chat

If your application permits modifying group conversations:

  1. Open the group conversation.
  2. Locate Participants, Chat information, or the available group management option.
  3. Select Add participants.
  4. Search for the coworker.
  5. Select the correct user.
  6. Confirm the change.

Note: In supported Communicator configurations, newly added participants do not receive access to earlier messages in that conversation.

Important: Adding someone to a group conversation may expose future messages and shared files to that person. Confirm that the recipient is authorized before adding them.

How to Search for Previous Messages

TSN Phone may allow you to search within your existing conversations.

Step 1: Open Chat

  1. Open the TSN Phone application.
  2. Navigate to Chat.
  3. Select the conversation you want to search.

Step 2: Search the Conversation

  1. Locate the search icon or available message search option.
  2. Enter a word or phrase.
  3. Review the matching messages.
  4. Select the message you want to read.

Note: Search controls and results may vary between application versions. You can also scroll upward through a conversation to load older messages.

How to Share a File Through Chat

Supported versions of TSN Phone may allow you to share files directly within a conversation.

Step 1: Open the Conversation

  1. Open TSN Phone.
  2. Navigate to Chat.
  3. Select the intended recipient or group.

Step 2: Attach the File

  1. Locate the attachment or paperclip icon.
  2. Select the file you want to share.
  3. Review the file name.
  4. Confirm that the recipient is correct.
  5. Send the file.

Note: File sharing may be disabled by your organization. Supported file types and maximum file sizes depend on the application and service configuration.

Step 3: Open a Received File

  1. Open the conversation containing the file.
  2. Locate the attachment.
  3. Select the file to preview or download it, if supported.
  4. Save it only to an authorized location.

Important: Do not open unexpected files or attachments from unfamiliar contacts. If a file appears suspicious, contact True Synergy Networks.

How to Start a Call From Chat

TSN Phone allows you to move from a conversation to a telephone call when the feature is available.

Step 1: Open the Conversation

  1. Open TSN Phone.
  2. Navigate to Chat.
  3. Select the coworker you want to call.

Step 2: Start the Call

  1. Locate the phone icon near the conversation header.
  2. Click the icon.
  3. Select the appropriate calling device if prompted.
  4. Wait for the call to connect.

Note: In supported group conversations, the call control may start a conference rather than a one-to-one call.

iPhone or iPad — Send a Chat Message

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Confirm that you are signed into your extension.
  3. Verify that your device has an internet connection.

Step 2: Open Chats

  1. Locate Chats, Messages, or the available speech bubble icon.
  2. Tap the option.
  3. Review your existing conversations.

Step 3: Start a Conversation

  1. Tap the new chat or + icon, if available.
  2. Search for the coworker’s name or extension.
  3. Select the correct person.
  4. Open the conversation.

Step 4: Send Your Message

  1. Tap the message field.
  2. Type your message.
  3. Tap Send.
  4. Confirm that the message appears in the conversation.

Note: Menu names and chat layouts may vary by application version.

iPhone or iPad — Manage Chat Notifications

Step 1: Open iPhone Settings

  1. Open Settings on your iPhone or iPad.
  2. Select Notifications.
  3. Locate the approved TSN Phone application.

Step 2: Enable Notifications

  1. Turn on Allow Notifications.
  2. Enable notification sounds if desired.
  3. Configure banners and Lock Screen notifications.
  4. Return to TSN Phone.

Note: TSN Phone may also provide additional notification preferences inside the application.

Important: If notifications are disabled at the operating system level, new messages may not appear as alerts.

Android — Send a Chat Message

Step 1: Open TSN Phone

  1. Open the approved TSN Phone application.
  2. Confirm that your extension is signed in.
  3. Verify that your device is connected to the internet.

Step 2: Open Chats

  1. Locate the Chats or Messages section.
  2. Open it.
  3. Review your existing conversations.

Step 3: Start a New Conversation

  1. Tap the new conversation or + icon.
  2. Search for the coworker you want to contact.
  3. Select the correct person.
  4. Open the chat.

Step 4: Send a Message

  1. Type your message.
  2. Tap the Send icon.
  3. Confirm that it appears in the conversation.

Note: Some application versions support additional options such as images, attachments, and group conversations.

Android — Manage Chat Notifications

Step 1: Open Application Settings

  1. Open your Android device’s Settings.
  2. Select Apps.
  3. Locate the approved TSN Phone application.
  4. Tap Notifications.

Step 2: Enable Message Alerts

  1. Confirm that notifications are enabled.
  2. Review the available notification categories.
  3. Enable chat or message notifications where available.
  4. Configure sounds or other notification preferences.

Note: Android notification controls vary depending on the device manufacturer and operating system version.

Web Browser — Use TSN Phone Chat

Depending on your organization’s configuration, Chat may also be accessible through the TSN Phone web application.

Step 1: Open TSN Phone

  1. Open a supported web browser.
  2. Visit https://app.tsnphone.com.
  3. Sign in using your assigned account.
  4. Complete any required authentication.

Step 2: Open Chat

  1. Locate Chat or the messages icon.
  2. Open the conversation list.
  3. Select an existing conversation or search for a coworker.

Step 3: Send a Message

  1. Open the intended conversation.
  2. Type your message.
  3. Send the message.
  4. Confirm that it appears.

Note: Available browser chat features may differ from the installed desktop application.

Understanding Chat Synchronization

Supported TSN Phone Chat applications synchronize conversation history through the messaging service.

For example:

  1. You send a message from your desktop application.
  2. You leave the office.
  3. You open TSN Phone on your mobile device.
  4. Your existing conversation may be available so you can continue the discussion.

Note: Initial synchronization may take additional time when signing into a new device or after being offline.

Important: Chat history synchronization is not a substitute for your organization’s approved document storage or record retention systems.

How to Manage Chat Notifications on Windows or Mac

TSN Phone desktop applications may provide notification preferences for new messages.

Step 1: Open Application Preferences

  1. Open TSN Phone.
  2. Locate Preferences, Settings, or the available application settings menu.
  3. Open the notification or sound settings.

Step 2: Configure Chat Alerts

Depending on your application version, available options may include:

  • New message notifications.
  • Notification sounds.
  • Sounds while a chat window is open.
  • Desktop alerts.
  1. Review the available options.
  2. Enable or disable the desired notifications.
  3. Save your settings if prompted.

Note: Your computer’s operating system may also control whether application notifications are displayed.

How to Mute a Group Conversation

Some mobile application versions allow you to mute notifications for an individual group chat.

  1. Open TSN Phone.
  2. Navigate to Chats.
  3. Select the group conversation.
  4. Open the group’s information or settings.
  5. Locate Mute notifications, if available.
  6. Enable the option.

Note: Muting notifications does not remove you from the conversation or prevent messages from being delivered.

How to Leave a Group Conversation

If your application supports leaving group chats:

  1. Open the group conversation.
  2. Open the group information screen.
  3. Locate Leave group or the equivalent option.
  4. Confirm the action.

Important: Leaving a group conversation may stop you from receiving future messages from that group. If the chat is used for required departmental communication, confirm that leaving is appropriate before doing so.

Troubleshooting

I Cannot Send Chat Messages

If messages are not sending:

  1. Confirm that your device is connected to the internet.
  2. Check that you are signed into TSN Phone.
  3. Verify that the Chat feature is available.
  4. Look for any chat connection or synchronization warning.
  5. Close and reopen the application.

If the issue continues, contact True Synergy Networks.

Note: Chat may be temporarily unavailable if the messaging service is experiencing an interruption.

My Chat History Is Missing

If previous conversations do not appear:

  1. Confirm that you are signed into the correct extension.
  2. Check your internet connection.
  3. Allow time for chat synchronization.
  4. Verify that you are viewing the correct conversation.
  5. Reopen the application if necessary.

If the history remains missing, contact True Synergy Networks.

I Am Not Receiving Chat Notifications

If incoming messages do not produce notifications:

  1. Confirm that notifications are enabled in TSN Phone.
  2. Review your device’s notification permissions.
  3. Check whether Do Not Disturb or Focus mode is active.
  4. Confirm that your device is connected to the internet.
  5. Ask a coworker to send a test message.

If notifications still fail, contact True Synergy Networks.

I Cannot Find a Coworker in Chat

If someone does not appear in your contact search:

  1. Verify the coworker’s name or extension number.
  2. Confirm that you are searching the internal directory.
  3. Refresh the contact list if available.
  4. Check whether the coworker has a supported TSN Phone extension.

If the person remains unavailable, contact True Synergy Networks.

Note: Internal directory visibility and Chat access depend on your organization’s account configuration.

Group Chat Is Not Available

If you cannot create a group conversation:

  1. Confirm that you are using the approved TSN Phone application.
  2. Check whether a group chat option appears.
  3. Verify that you have selected multiple internal users.
  4. Contact True Synergy Networks if the option is missing.

Note: Group chat may depend on the application version or services enabled for your extension.

My Messages Are Not Synchronizing Between Devices

If your mobile and desktop conversations do not match:

  1. Confirm that both applications use the same TSN Phone account.
  2. Verify that both devices are connected to the internet.
  3. Check for synchronization or connection warnings.
  4. Allow time for synchronization to finish.
  5. Close and reopen the affected application.

If the issue continues, contact True Synergy Networks.

I Cannot Send an Attachment

If file sharing fails:

  1. Confirm that file sharing is permitted by your organization.
  2. Check that the file exists on your device.
  3. Review any file size or file type warning.
  4. Verify that your internet connection is working.
  5. Try again with an approved file.

If the issue continues, contact True Synergy Networks.

Important: Do not use unauthorized personal messaging services to bypass company file-sharing restrictions.

I Accidentally Sent a Message to the Wrong Person

If you sent a message to an unintended recipient:

  1. Stop sending additional information.
  2. Review what was shared.
  3. Check whether your application offers an authorized message removal option.
  4. Contact True Synergy Networks if the message contained sensitive or confidential information.

Important: Deleting a conversation from your own application does not necessarily remove messages from the recipient’s device or the messaging service.

Additional Information

  • TSN Phone Chat provides instant messaging between supported internal users.
  • One-to-one and group conversations may be available.
  • Supported applications synchronize conversation history across devices.
  • Chat may support file attachments, depending on your organization’s configuration.
  • Some applications provide message search and group management features.
  • Mobile and desktop notification preferences can be customized.
  • Presence indicators can help you understand whether coworkers are available.
  • Internal Chat and external SMS text messaging are separate features.
  • Chat availability depends on your assigned license and enabled services.
  • True Synergy Networks manages administrator-level Chat settings and advanced troubleshooting.

Security Reminder: Only send business information to authorized recipients. Verify the intended person or group before sharing confidential details or attachments. Never send passwords, verification codes, or sensitive customer information through unapproved messaging channels. If you receive suspicious files, notice unfamiliar participants, or suspect unauthorized account access, contact True Synergy Networks immediately.