Before you release your sales people and allow them to run wild with your IM/chat program you need to implement procedures to control what is written in your IM program by your employees.  Remember that written correspondence creates a written record.  It is a legal and business necessity for any organization that allows employees to use an IM to have written rules and policies for the use of the IM.

Purpose-built IM/chat solutions such as ContactAtOnce! address most of the security, recording, technical and compliance issues mentioned in the following document, which is more about personal IM products such as AOL, Yahoo, Google, Skype, etc.   That said, there is still valuable information in this document that will help with the creation of written rules and policies:  http://www.epolicyinstitute.com/imr/32rules.pdf.