Message Configuration allows you to set up and manage Direct Messages (DMs) as a customer support channel, making it easy for clients to reach out with questions, issues, or concerns.
Navigate to Messages > Configuration in the sidebar to access your message configuration settings.
DM (Direct Messages) Settings
Configure your Direct Messages settings by clicking the pencil icon in the top right corner.
Display Settings
Purpose Selection
Choose how you want to use Direct Messages:
Direct Messages – Standard messaging between users
Customer Support – Dedicated support channel for client inquiries
Chat Location
Select where the chat interface appears for clients:
Dedicated Chat Tab – Separate tab for messaging
Profile Section – Integrated within the user's profile
Channel Appearance
Customize how the DM channel appears in the client app:
Default – Uses your company logo automatically
Custom – Set a unique name and photo for the channel
Additional Options
Toggle these settings based on your preferences:
Show Sender Details in DM – Display who sent each message
Show Read Recipients to Clients – Let clients see when messages are read
Disable Chat For – Restrict messaging access for specific user groups:
Leads
Inactive Clients
Sender Settings
Show Trainer's and Admin's Name and Photo
When enabled, messages from trainers and admins will include their name and profile photo, creating a more personalized experience.
Set Staff / Customer Support Profile
Choose the name and photo that will be shown whenever a staff or customer support team member sends a message. You have two options:
Default
Uses each sender's individual name from their account profile. You can upload a default photo that will be displayed for all senders.
Custom
Set a fully unified identity with:
Custom Photo – Upload a shared profile picture for all senders
Custom Name – Define a common sender name (e.g., "Support Team", "Customer Success")
Chat Bubble Colors – Choose Light and Dark color for the chat bubbles
Highlight Specific Senders
Differentiate specific senders with custom chat bubble border colors. Choose which senders' messages should stand out with custom borders in Light and Dark modes. Their name and photo will be picked from their profile. You can:
Configure unique Light Mode border colors
Configure unique Dark Mode border colors
Add multiple senders with individualized styling
Response Window
Set your availability hours so clients know when to expect responses. Outside these hours, clients will see your configured schedule when they open DMs.
Configuration Options
Same Daily Hours
Apply consistent hours across selected days:
Choose your Working Days (e.g., Monday–Friday)
Set your Working Hours (e.g., 9:00 AM – 5:00 PM)
Custom Hours Per Day
Set specific availability for each day of the week, ideal for businesses with varying schedules.
Plan Availability
Note: DM (Direct Messages) Settings and Sender Settings configuration are available only for Elite plan subscribers. If you'd like to access these features, you can upgrade your plan at any time.
Need Help?
If you have questions about configuring your messages or encounter any issues, contact our support team for assistance.