Edit a message sent by a staff member
Correct an existing staff reply by loading it back into the composer and replacing the original.
Before you begin
Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.
Step by step
- 1
Select a staff reply
Open the message’s settings menu or right-click the existing staff message. Choose Edit when available.
- 2
Review the composer
The existing text returns to the input field. Check the edit state so you know you are replacing a message rather than writing a separate reply.
- 3
Make the correction
Edit the wording and send using the composer. Cancel the edit if you decide the original should stay.
- 4
Check the result
The old message is replaced. A subtle edited indication is visible to staff in Inbox.
Good to know
Only staff messages can be edited through this feature. AI answers and visitor messages are not editable this way.
The edited label is staff-only. A visitor may already have seen the earlier wording; explicitly acknowledge a material correction when necessary.
Check the result
Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.
Questions & troubleshooting
There is no Edit option
Check that this is a staff-authored message and that your permissions allow the action.
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