Overview: Linkus Desktop Client provides comprehensive chat functions for internal team communication as well as external customer communication. Additionally, it supports integrations with Microsoft Outlook and TAPI-enabled applications for seamless workflows.
Chat System Overview
Chat Types in the System
Chat Type
Usage
Participants
Internal Chat
Team communication between colleagues
1:1 and group chats (max. 200 people)
External Chat
Customer communication via various channels
SMS, WhatsApp, Facebook, Live Chat
System Requirements for Chat
Component
Requirement
Notes
PBX Server
Version 84.12.0.32 or later
Enterprise or Ultimate Plan required
Linkus Desktop Client
• Windows: 1.2.14 or later • macOS: 1.2.10 or later
Automatic synchronization between clients
Internal Chat
Chat Features and Limitations
Feature
Limitation
Details
Group Size
Max. 200 people
Per group chat
Created Group Chats
Max. 100 per user
Own created group chats
File Sharing
Max. 100 MB
Per file
Chat History
Max. 1 year
Automatic cleanup
Starting a New Chat
Open Chat Area Go to Chat in the navigation bar and select the "Internal Chat" tab.
Start 1:1 Chat Enter the name, number, or email address of a colleague in the search field and click on the result.
Create Group Chat Click the plus symbol (+) next to the search bar and select the desired colleagues.
Send Messages Available message types:
Text messages with emojis
File and image sharing
Audio or video calls directly from chat
Chat Management
Action
Description
Procedure
Mute Chat
Disable notifications for a chat
Right-click on chat → "Mute notifications"
Unmute Chat
Re-enable notifications
Right-click on chat → "New message notifications"
Search Chat History
Find older messages
Use search function in chat history
External Chat
Supported External Channels
Channel
Icon
Special Features
SMS
📱
Bidirectional communication possible
WhatsApp
💬
Automatic closing after 24h inactivity
Facebook
📘
Depends on administrator configuration
Live Chat
🌐
Website integration possible
External Chat Limitations
Channel
Chat Type
Session Behavior
File Sharing
SMS
1:1 conversations only
Admin-configured
Max. 100 MB, 72h retention
WhatsApp
1:1 conversations only
Auto-close after 24h
Max. 100 MB, 72h retention
Facebook
1:1 conversations only
Admin-configured
Max. 25 MB, 72h retention
Live Chat
1:1 conversations only
Admin-configured
Max. 10 MB, 72h retention
Managing External Chats
Central Management: All customer inquiries from various channels are managed centrally in one inbox.
Open External Chat Tab Go to Chat → External Chat.
Note Channel-Specific Icons Each chat is marked with the corresponding channel icon.
Manage Chat Session Available actions:
Reply to customer inquiries
Forward session to colleagues
Archive/unarchive chat
Escalate to voice call
Configuring Chat Notifications
Global Notification Settings
Open Settings
Windows: Right-click Linkus icon → Settings
macOS: App menu → Linkus Desktop Client → Settings
Configure Notifications In the "Notifications" section, you can set the following options:
New message notifications: Enable/disable pop-up notifications
Play sound for new messages: Enable/disable audio notifications
Apply Settings Settings apply to all internal and external chats.
Microsoft Outlook Integration
Outlook Integration Overview
Feature
Description
Requirement
Click-to-Call
Calls directly from Outlook contacts
Outlook 2016+ on Windows
Call Popup
Automatic opening of contacts on calls
Both applications open
Call Journal
Automatic call logging
Synchronization enabled
Auto Contact Creation
New contacts from unknown numbers
Feature enabled
Setting Up Outlook Integration
Configure Linkus Desktop Client Go to Settings → Integration and enable "Enable Outlook Integration".
Activate Outlook Add-in In Outlook: File → Options → Add-ins → Go... Select "Virtual-Call Linkus Outlook Integration" and click "OK".
Confirm Installation Click "Install" to activate the add-in.
Using Outlook Integration
Action
Procedure
Result
Call from Outlook
Right-click on contact → "Call with Linkus Desktop"
Automatic call via Linkus
Call Popup
Incoming call from Outlook contact
Outlook automatically opens contact details
Call Journal
End call with Outlook contact
Call is automatically logged in Outlook
TAPI Integration
TAPI Integration Requirements
Component
Requirement
Notes
PBX Server
Version 84.17.0.16 or later
-
Linkus Desktop Client
Windows Desktop 1.8.3 or later
Windows only supported
Operating System
Windows 7, 8, 8.1, 10, 11 Windows Server 2008 R2, 2012 R2, 2016, 2019
All 64-bit versions
Installing TAPI Driver
Download TAPI Driver Go to Settings → Integration → TAPI Integration and click "TAPI Driver Download".
Run TAPISetup.exe Execute the downloaded file:
Select language
Click "Install"
Wait for installation
Click "Finish"
Restart Linkus Desktop Client Restart the client after installation.
Verify Installation Open telephon.cpl (Win+R) and check if "Virtual-Call TAPI Service Provider" appears in the list.
Testing TAPI Integration
Prerequisites:
You are logged into Linkus Desktop Client
"Dial out immediately" is enabled in Linkus settings
Linkus is configured as default calling app
Open Windows Dialer app (Win+R → dialer.exe)
Go to Tools → Connect Using...
Select "Virtual-Call TAPI Service Provider"
Enter a phone number and click "Dial"
Linkus Desktop Client should automatically start the call
Hotkeys and Keyboard Shortcuts
Available Hotkeys
Action
Windows
macOS
Dial Selected Number
Ctrl+Shift+E
⌘+Shift+E
Answer Call
Ctrl+Shift+A
⌘+Shift+A
Blind Transfer
Ctrl+Shift+B
⌘+Shift+B
Attended Transfer
Ctrl+Shift+T
⌘+Shift+T
Hold/Resume
Ctrl+Shift+H
⌘+Shift+H
Hang Up
Ctrl+Shift+F
⌘+Shift+F
Send Message
Enter
Return
Enabling Hotkeys
Open Linkus settings
Go to "Hotkeys" section
Enable desired actions
Customize key combinations if needed
Optionally enable "Notify When Hotkey Conflicts"
🔧 Troubleshooting
Problem: No chat messages visible
Check your internet connection
Ensure the correct chat tab is selected
Refresh the chat view
Check if chat features are enabled by administrator
Problem: External chats not available
Check if external messaging channels are configured
Contact your administrator for channel setup
Ensure you have the required permissions
Problem: Outlook integration not working
Check if Outlook 2016+ on Windows is used
Ensure Linkus add-in is enabled in Outlook
Restart both applications
Check integration settings in Linkus
Problem: TAPI driver not working
Check if you have administrator rights
Ensure driver is correctly installed
Check TAPI provider list in telephon.cpl
Restart computer after installation
Problem: Hotkeys not working
Check if hotkeys are enabled in settings
Check for conflicts with other applications
Use default key combinations
Restart Linkus Desktop Client
Problem: Chat notifications not working
Check global notification settings
Ensure specific chats are not muted
Check system notification settings
Restart the application
✅ Best Practices
Chat Efficiency
Use meaningful subject lines in group chats
Use @-mentions for direct addressing
Use emojis for quick reactions
Organize group chats by projects or teams
External Customer Communication
Reply promptly to customer inquiries (especially WhatsApp - 24h limit)
Use professional language across all channels
Document important customer interactions
Forward complex inquiries to specialists
Integration and Automation
Use Outlook integration for unified contact management
Enable automatic call logging
Use TAPI for CRM click-to-dial functions
Configure hotkeys for frequent actions
Privacy and Security
Follow data protection regulations in external communication
Use secure networks for business chats
Don't share confidential information in group chats
Archive important chat histories regularly
Team Collaboration
Establish clear chat rules within the team
Use status messages for availability
Avoid chat overload with too many group chats
Escalate to voice or video calls when needed
🎉 Excellent! You can now optimally use all chat functions and integrations of Linkus Desktop Client. The various communication channels and integrations help you work more efficiently and provide better customer service.
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