A direct message is a private one-to-one conversation with a colleague. This guide shows you how to start one, and explains how existing conversations are reused.
Before you start
- You need the
chat.participatecapability to use staff chat. - You can only message someone who shares an entity with you. If you pick a colleague who does not, the message is rejected.
- Every direct conversation is created once and reused — messaging the same person again reopens the existing thread rather than making a new one.
Steps
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Open Chat.
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In the left-hand conversation list, find the Direct messages section and select its + button (New direct message).
[screenshot: New direct message button under Direct messages]
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In the New direct message panel, under Choose a person, select the colleague you want to message. Only staff from your current entity appear here.
[screenshot: New direct message panel listing eligible colleagues]
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The conversation opens immediately. If you have messaged this person before, the existing thread reopens with its history intact.
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Type your message in the composer and select Send. You can also attach a file or image with the 📎 (Attach) button — a message may carry text, attachments, or both.
[screenshot: direct message conversation with composer]
Result
The conversation appears under Direct messages and moves to the top of the list on new activity. Unread messages show a count beside the person’s name until you open the conversation, which marks it as read. As with channels, you can Edit or Delete your own messages (only your own): an edit is marked (edited) and a deletion renders as message deleted. Message text is limited to 8,000 characters.