Message Settings
Message Settings controls the in-app chat feature: who is allowed to message whom, how far a Contact's messaging reaches, and whether a sound plays when a new message arrives. Use it to keep internal and Contact-facing conversations within the boundaries you want.
This page is only available when the Messages module is enabled for your company.
Where to find it›Message Settings
Who can message whom
The page is a single form. Set the options you want and click Save at the bottom.
Configure messaging
- Open Settings sidebar > Message Settings.
- Turn the chat permissions on or off using the checkboxes.
- If you allow Contact-to-employee chat, choose how wide that reach is using the radio options that appear.
- Choose whether a sound notification plays for new messages.
- Click Save.
Fields
| Field | What it does |
|---|---|
| Allow Contact and Employee chat | When checked, Contacts and employees can message each other. Unchecking it hides the reach options below. |
| Allow Contact and Admin chat | When checked, Contacts can message company admins. |
| Reach: All | (Shown when Contact-and-Employee chat is on) Contacts can message any employee. |
| Reach: Project employees only | (Shown when Contact-and-Employee chat is on) Contacts can only message employees who share a project with them, restricting chat to the people actually working with that Contact. |
| Send Sound Notification | When set to Yes, a sound plays when a new message arrives. Set to No to keep chat silent. |
Permission note
Message Settings is controlled by the manage_message_setting permission, and the Messages module must be enabled. A user needs this permission set to "all" plus an active Messages module to open the page and change these settings.
Tips
- Turn off Contact-and-Employee chat entirely if you want all Contact conversations to go through admins only.
- The "Project employees only" reach is the safest middle ground: Contacts can reach the people on their projects without being able to message your whole team.
- Sound notifications help busy agents notice replies quickly; turn them off in shared or quiet offices.
- After saving, the message settings cache is cleared so your changes take effect immediately for all users.