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Edit a Text Message


Allows agents and supervisors to edit their messages within the Agent Desk.

  • The editing functionality is only available for ongoing conversations.

  • The edited message would be displayed to the agent and customer in real time.

To do this,  

  • Hover on the message you want to edit. 

  • Edit and reply icons will appear, click on the edit icon.

Screenshot 2024-10-18 at 6.11.56 PM.png


  • By clicking on the Edit icon, you will see that message in the composer bar to edit this. 

Screenshot 2024-10-18 at 6.12.01 PM.png

  • Edit and update the message by pressing the 'Enter' button

Screenshot 2024-10-18 at 6.19.24 PM.png

  • The original message will be replaced with the updated message.

Screenshot 2024-10-18 at 6.12.32 PM.png

Limitations

  • Only Agents/Supervisors on the Agent Desk can edit their messages.

  • Editing is supported for text messages only. Other message types (e.g., files, images) are not editable.

  • Only messages from ongoing conversations can be edited; all past conversations are read-only.

  • Facebook does not support editing messages. Hence, edited messages will be displayed as new messages on the Facebook platform with an appended text of, “Edited” within the message bubble.

  • Currently, editing a message feature is only supported with Web and Facebook channels.

  • All users can edit their messages for an active conversation, regardless of their roles.