Editing Messages in Chat Conversations
In this article, you will learn how to edit messages of live chat conversations to correct mistakes, improve communication, or maintain professionalism without sending a new message.
Steps to Edit a Message
- Navigate to the chat conversation containing the message you want to edit.
- Hover over the message, then click the three dots (⋮) that appear.
- Select the Edit option from the menu.
- Update the message by typing the necessary changes or corrections.
- Click Update to save the edited message.
Note:
- Only text messages can be edited.
- If a message includes both text and an attachment, only the text can be modified.
- While editing, you can remove inline images but cannot add new ones.
Edited Message Label
Once a message is edited, a label appears to indicate the modification:
-
If you edit your own message, it will display: Edited.
-
If you edit another user’s message, it will display: Edited by [Agent Name].
Who Can Edit Messages by Channel
The ability to edit messages varies by channel and is based on agent permissions and channel support. The table below outlines who can edit their messages:
| Channel | Can agent edit their message? | Can agent edit a user’s message? | Can a user edit their own message? |
|---|---|---|---|
| Live Chat | Yes | Yes | No |
| No | No | No | |
| Facebook Messenger | No | No | Yes |
| Facebook Comments | Yes | No | Yes |
| Instagram Direct Message | No | No | No |
| Instagram Comments | No | No | No |
| Twilio SMS | No | No | No |
| Telegram | No | No | No |
Permissions Required to Edit Messages
Agents can edit messages based on their Edit Public Messages permission settings. This permission defines the scope of messages they can edit:
- Own messages: Agents can edit only the messages they have sent.
- Own and any agent’s messages: Agents can edit their own messages as well as messages sent by other agents.
- Own and any agent’s or any customer’s messages: Agents can edit their own messages, messages sent by other agents, and messages sent by customers.
Additionally, agents can edit private notes based on their Edit Private Notes permission:
- Own notes: Agents can edit only the private notes they have created.
- Own and any agent’s notes: Agents can edit their own private notes as well as private notes added by other agents.
For more details, refer to the BoldDesk Permissions Guide.
