How to Edit Messages in Chat Conversations
This article explains how to edit live chat messages to fix errors, update info, or improve professionalism without resending. BoldDesk offers a simple, secure way to modify messages in real-time for accurate communication.
Use Cases of Editing Messages in Chat Conversations
Editing a chat message allows agents or users to modify previously sent text.
Key purposes include:
- Fixing typos or inaccuracies
- Updating outdated information
- Removing unclear or sensitive content
- Maintaining a professional communication record
Only text content can be edited. Attachments cannot be modified.
Steps to Edit a Message
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Navigate to the chat conversation containing the message you want to edit.
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Hover over the message, then click the three dots (⋮) that appear.
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Select the Edit option from the menu.
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Update the message by typing the necessary changes or corrections.
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Click Update to save the edited message.
- 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:
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If you edit your own message, it will display: Edited.
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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:
| Scope of Message | Description |
|---|---|
| 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 Manage Agent Access with BoldDesk Permissions.
Frequently Asked Questions (FAQs)
Can I edit messages that include images or attachments?
You can edit only the text portion of the message. Attachments cannot be edited or replaced.
Can End users edit their own chat messages?
Yes, but only in Facebook Messenger (depending on platform rules).
Why can’t I see the Edit option?
You might lack the required Edit Public Messages permission or the channel does not support editing.
Do edits notify the other party?
Edits are not notified directly, but they always display an Edited label for transparency.
