Send and receive direct messages
Start a one-to-one Live Chat message with a teammate or client contact.
A direct message, or DM, is a private conversation between two people.
Direct messages are included with active Sydnee plans. They are unavailable after a trial expires or a workspace is canceled.
Who can direct message whom?
- An active team member can DM another active team member in the workspace.
- A team member can DM a client contact when Portal live chat access is on and the team member has access to that client's account.
- A client can DM a team member shown in their portal. The team member needs access to that client’s account.
- A client cannot DM another client.
- A DM cannot contain more than two people.
Start a DM from the team workspace
- Open Live Chat.
- Select New message.
- Search for the person by name or email.
- Select the person.
- Write and send your message.
You can also open Directory, select People, and choose a person. Message actions on some profiles, collaborator lists, mentions, and file views open the same DM.
If you have messaged this person before, Sydnee opens the existing DM. It does not create a second conversation for the same pair.
What a client does in the portal
Clients open their direct conversations in Live Chat inside your branded portal. They can exchange messages with team members who have access to their account. Client-to-client DMs are unavailable.
Archive or reopen a DM
Open the DM settings and select Archive direct message to hide it from your sidebar. This changes your own sidebar. It does not delete the message history.
The DM returns when either person sends a new message or when you start a DM with that person again.
What happens when account access changes?
A team member can use a client DM only while they still have access to that client's account. If that access is removed, the conversation becomes unavailable.
After account access is restored, start a message to that person again to reopen the conversation.
Why can't I start or open a DM?
- The workspace trial may have expired, or the workspace may have been canceled.
- Live Chat or Portal live chat access may be off.
- The team member may not have access to the client contact's account.
- The person may no longer be an active workspace or portal member.
- A client may be trying to message another client. Ask them to use the account conversation or message a team member instead.