Overview
You can message a single team member privately from the Internal tab of your Inbox.
A one-on-one chat is private between the two of you. The messages are not accessible to the rest of your team.
Steps
Step 1: Open the Internal tab
Hover over the left side panel and click Inbox.
Click Internal.
Step 2: Start a chat
Use the option to start a chat with a specific team member.
Step 3: Select one team member
Choose the person you want to message.
Selecting one person creates a private one-on-one chat. Selecting more than one creates a group chat instead.
Step 4: Click Add Users
Click Add Users.
You can now message that team member privately.
Important Notes
A one-on-one chat is private to the two people in it. The messages are not accessible to the rest of the team.
The number of people you select is what decides the chat type. One person gives you a private chat; more than one gives you a group chat.
The Internal tab is separate from External. Nothing here goes to a seller, buyer, agent, or vendor.
Everything else works as it does in a group chat — threads, emojis, links and attachments, pinning, flagging, and shared files.
Troubleshooting
Your team member is not in the list
Check they have been added as a user on the account, under Manage Users and Roles.
You created a group chat by mistake
You selected more than one person. Start again and select only the person you want.
You cannot find an existing one-on-one chat
Check you are on the Internal tab. If it is still not there, it may have been archived — filter by Activity Status and Archived.
You want to bring someone else into the conversation
You can add people to a conversation. Be aware that anyone you add can then take part in it.
You are not sure whether a conversation is private
Open it and check how many people are in the chat before posting anything sensitive.
Summary
You started a private one-on-one chat. You opened your Inbox, clicked Internal, chose to start a chat, selected a single team member, and clicked Add Users. The conversation is private between the two of you and is not accessible to the rest of your team.