Text messages FAQ

Why can’t I type in the text box?

To comply with legal regulations, only approved, predefined messages are available for agents to send to employees. Predefined messages cannot be altered, and agents cannot type a “free-form” text message.

Why can’t I view an employee’s message thread?

Only agents with permission to view messages enabled can view employees’ message threads. Contact your account administrator for more information.

Why can’t I select a predefined message in an employee’s message thread?

Only agents with permission to send messages enabled can send employees messages. Some agents have the ability to view but not send messages. Contact your account administrator for more information.