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Editing Messages in Chat Conversations

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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

  1. Navigate to the chat conversation containing the message you want to edit.
  2. Hover over the message, then click the three dots () that appear.
  3. Select the Edit option from the menu.

Edit Message Option

  1. Update the message by typing the necessary changes or corrections.
  2. Click Update to save the edited message.

Save 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.

    Edited Message

  • If you edit another user’s message, it will display: Edited by [Agent Name].

    Edited by Agent

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
WhatsApp 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.

    EditPermission (2).png

For more details, refer to the BoldDesk Permissions Guide.

See also

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