Last updated: August 27, 2026

6 min read · 0 min to set up

Video walkthrough

https://www.loom.com/share/801920bc53a742378b70e672b58d95e9

Why this matters

When Sage filed something in the wrong place, created a second record for someone you already had, or skipped a follow-up you wanted, your only option was to email us and wait. Sage Chat is a conversation window inside the web app where you ask Sage to find, check, and fix your records in plain language, and it does the work while you watch.

• You have two records for the same person, one Sage created from a call and one you made by hand, and you want them combined without losing the care plan on either.
• A number you don't recognize just called, and you want to know whose it is before you call back.
• Sage didn't draft a follow-up email on a call, and you want one anyway.

Does this fit your organization?

Sage Chat is on for every organization already. There is nothing to opt into and nothing to configure.

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This is different from OmniSearch. Use How to Use OmniSearch in Sage Care when you know what you're looking for and want to jump straight to it, like a name, a phone number, or a word from a call. Use Sage Chat when you want to describe what you're after in your own words, ask a question about how records relate to each other, or change something. OmniSearch finds records. Sage Chat finds them and can act on them.

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Prerequisites

• A Sage Care account you can sign into on the web. See Getting Started with the Sage Care App.
• A working sense of how Sage separates clients, contacts, and referrers, since Sage Chat uses those same terms when it asks you which record you mean. See Client, contact, and referrer profiles: general concepts and best practices.

How to Use Sage Chat

Getting Started

1. Open Chats from the sidebar

Find Chats in the left sidebar of the web app. It sits alongside the rest of your navigation and is available from anywhere in Sage.