Chat, Group Messaging & SMS Built In

Softphone messaging — common questions

Is softphone messaging secure?

Yes. The desktop and mobile softphone connect to the XMPP messaging server over TLS with certificate verification enabled by default, so message content is encrypted in transit. File attachments are additionally encrypted at rest with a unique AES-256-GCM key per file, so even a leaked storage URL doesn't expose the file's contents. Operators who need stricter controls (private deployment, on-premise XMPP server, mutual TLS, etc.) can configure them on the server side.

Does softphone messaging work across iPhone, Android, Windows, and macOS?

Yes. The same SessionTalk account works on iOS, Android, Windows, and macOS, and message history syncs automatically across every device a user is signed into. The softphone uses XMPP Message Carbons and Message Archive Management (MAM) so a message sent or received on your desk follows you to your phone — you can pick up a conversation mid-thread when you switch devices.

Does softphone messaging support group chat?

Yes. The softphone supports XMPP multi-user chat rooms (MUC) for team and project conversations, with one-to-one DMs alongside groups in the same contact list. Room invitations are persisted, so newly added members auto-rejoin their rooms when they sign in on a fresh device, and typing indicators show who is actively replying in real time.

Can I send images, PDFs, voice notes, and other files from the softphone?

Yes. The softphone supports file sharing for images, PDFs, documents, audio clips, and short video — uploaded via the standard XMPP HTTP file-upload protocol (XEP-0363). Each file is encrypted with its own AES-256-GCM key before upload, so files stored on the messaging server can't be read by anyone without the link plus the per-file key shared inside the conversation.

Can I see when a message has been delivered to the other person?

Yes. The softphone uses XMPP delivery receipts (XEP-0184) so you can see when a message has reached the recipient's device, and chat-state indicators (XEP-0085) show when the other person is typing. Receipts and typing indicators work the same way in one-to-one chats and group rooms.

Does softphone messaging work between users on different PBXs or messaging servers?

Yes, when the underlying XMPP servers are configured for federation. Messaging on the softphone routes over XMPP rather than SIP, so cross-org chat depends on standard XMPP server-to-server (s2s) federation being enabled on both sides — the same model used by Jabber and other open XMPP deployments. For deployments that don't want s2s open to the internet, the SessionCloud operator can act as a shared messaging host for tenants who need to chat across organisations.

Can I embed my CRM or helpdesk next to the chat window?

Yes. The softphone's Custom Web Tab embeds an external web app — Salesforce, HubSpot, Zendesk, Freshdesk, an internal portal, or any URL — directly alongside the active chat and call. Dynamic placeholders pass the signed-in user and device ID into the embedded URL, so click-to-dial and screen-pop workflows surface the right customer record inside the same softphone window that the conversation is happening in.

How long is softphone messaging history retained?

Message retention is controlled by the operator on the messaging server, so your administrator can pin retention to a specific number of days to match internal policy (for example, a 30-day rolling window for short-term storage, or longer windows for historical search). Local message history is also cached on each device for fast offline access. For deployments with regulatory obligations — HIPAA, GDPR, PCI-DSS, financial-services record keeping — retention, encryption, BAA, and DPA terms vary per plan; contact us with your specific compliance requirements for a written answer.