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.
By clicking on the Edit icon, you will see that message in the composer bar to edit this.
Edit and update the message by pressing the 'Enter' button
The original message will be replaced with the updated message.
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.