Roles That Can Send Messages And Notes: Agent, Manager, Admin, Owner

Table Of Contents

What Are Messages And Notes?
How To Send Messages And Notes?
How To Edit Messages And Notes?
How To Delete Messages And Notes?

What Are Messages And Notes?

Messages and notes are the two basic means of communication with your clients and teammates. Messages are visible to everyone, while notes are internal and cannot be seen by clients. To switch between messages and notes, choose the "Reply" or "Note" tab in the message window.

You can also switch from "Chat" to "Notes" to find all the messages exchanged between your team members.

How To Send Messages And Notes?

To send a message or a note:

Choose Requests from the left sidebar and find the Request you want to send your message in,
Find the field at the bottom of the page that's divided into two tabs: Reply and Note,
Type in your message in the correct tab and select the paper plane icon in the bottom right to send it.

Additionally, you can mention your team members by using the @ sign. Once typed in the chat, you’ll see a list of names to pick from. You can also just type the whole name yourself.

A bonus option is to mention your team members typing their position after the @ sign. To be able to search by position, each team member has to fill out their position in Account Settings > General. Alternatively, you can fill out the positions of your team members yourself, using the impersonation feature.

You can only impersonate users of the same or lower role.

How To Edit Messages And Notes?

To edit a message or a note:
Hover over the message or note you want to edit,
Select the pen icon in the top right corner of the message or note,
Edit the message in the new window,
Select the "Save Changes" button to confirm.



Agents have 15 minutes to start editing their message and 4 hours to finish editing.
Managers, Admins, and Owners can edit their own as well as their team members' messages anytime.

To learn more abour roles & permissions, read this article.

How To Delete Messages And Notes?

To delete a message or a note:
Hover over the message or note you want to edit,
Select the trash can icon in the top right corner of the message or note,
In the pop-up window, select the "Remove" button.

Updated on: 21/03/2024