Messages (Internal Messaging Module)

How to Configure and Use the Messages Internal Messaging Module

 

1. Enable Messages permissions in user profiles

• Go to the relevant user profile permission group.
• In the Messages section, toggle on the permissions needed for each role.
• Available permissions include:
  • View Messages: allows users to view messages.
  • Add: allows users to view and create messages.
  • Edit: allows users to edit their own sent messages.
  • Delete: allows users to delete their own sent messages.
  • Message Admin: allows users to add/remove users from threads and delete messages and/or threads.
• Grant only the permissions needed for the intended users.

 

2. Open the Messages module

• Locate the Messages module in the bottom-left sidebar.
• The icon looks like two chat bubbles.
• Click the icon once to open the module.
• If you have access and there is message history, existing messages will appear in the left panel.

 

3. Start a new message

• Click the compose/edit button near the top left, next to the Messages beta label.
• A new message panel will open in the left sidebar.
• Enter a subject for the message.
• Add the users who should receive the message so they can participate in the thread and receive updates.
• Notifications for new messages within the thread will appear to users within the bell icon, specifically under the messages section of notifications.

 

4. Add recipients and write the message

• In the recipient field, search for and select users from the dropdown list.
• Example recipients shown in the demo:
  • Tony Stark
  • Annika Fitzgerald
• In the conversation/message field at the bottom, type your message.
• Example message used in the demo:
  • “Hey, this is a test message to demonstrate the capabilities of the new Messages module.”

 

5. Send the message

• Click the Send button on the far right of the message field.
• The message will appear in the thread as a new message bubble.
• The initial message displays in blue and includes the time sent.

 

6. Use message reactions, replies, pinning, and deletion

• Hover over a message to reveal available actions.
• You can add reactions such as:
  • Thumbs up
  • Thumbs down
  • Laugh
  • Exclamation
  • Question mark
  • Smile
  • Rolling laugh
• You can also:
  • Reply inline using the message/reply icon.
  • Pin a message using the pin icon.
  • Open the ellipsis menu for additional actions.
• The ellipsis menu includes:
  • Reply to message
  • Pin message
  • Delete message
• Deleting messages requires the appropriate permission, such as Message Admin or permission to delete your own messages.

 

7. View thread members and conversation details

• In the top-right of the thread, look for the user/customer icon with a number beside it.
• The number indicates how many users are included in the message thread.
• Click the icon to view:
  • Thread members
  • The message subject/header
  • About/details for the thread
  • Who created the message and when
• From this panel, users can also choose to leave the conversation or cancel to close the window.

 

8. Use the thread options menu for management actions

• In the top-right ellipsis menu for the overall thread, you can access additional options.
• These options include:
  • View conversation details
  • Manage users
• These actions open the same thread details panel and allow message admins to manage participants.
  
  

This completes the basic workflow for enabling permissions, creating messages, and managing message threads.