Using Direct Messaging in Your CRM's Communities

What is Community Direct Messaging?

Community Direct Messaging is a feature that allows members of a shared CRM Community to send private, one-to-one messages to each other. Instead of moving conversations to external tools like email or text, members can connect, collaborate, and follow up directly within the community environment. This feature helps keep member relationships active by making private communication simple and accessible.

Key Benefits

Direct messaging enhances community interaction in several key ways:

• In-Platform Communication: Members can initiate private conversations directly from within the community, streamlining collaboration.
• Stronger Connections: Private messaging makes it easier for members to ask questions, share ideas, and follow up on group discussions personally.
• Unified Inbox: All ongoing direct message conversations are accessible from a single chat interface, helping members stay organized.
• Searchable History: Past conversations can be searched, making it easy to find previous discussions or important details.
• Instant Notifications: Members receive in-app notifications when they get a new direct message, helping them respond promptly.

Who Can Send Direct Messages?

This feature is designed for members who share access to the same CRM Community. Messaging is tied to community membership, so you can typically only start a chat with another member of a community you both belong to. If you cannot find a member to message, it may be due to community access levels, group permissions, or privacy settings controlled by a community administrator.

Direct Messages vs. Community Discussions

It's important to choose the right tool for your communication:

• Use Direct Messages for private conversations between individual members.
• Use Community Discussions, Posts, or Announcements for conversations intended for the entire group or a specific channel's audience.

Accessing and Managing Your Messages

The Unified Chat Inbox

All your direct message conversations are consolidated in a single chat area within the CRM. This inbox allows you to view ongoing chats, return to previous conversations, and manage your communications without leaving the platform.

Starting a New Chat

To send a direct message to another community member:

1. Navigate to the main page of the community you both share.
2. Locate the member you wish to contact.
3. Click the message or chat option associated with that member's profile.
4. Type your message in the chat window that opens and send it to begin the conversation.

Privacy and Member Access

Direct messages are private conversations between members. The ability to message someone is primarily governed by shared community membership. Community administrators manage member access and permissions through the community's member management tools. For private conversations involving a specific subset of members, administrators should consider creating a Private Channel, which is designed for member-only group discussions, rather than using one-to-one messaging.

Frequently Asked Questions

Can I message anyone using the CRM?

No. The Direct Messaging feature is specifically for communicating with other members of a CRM Community that you both belong to. You cannot message users outside of your shared communities.

Where do I find my chat inbox?

You can access all your direct message conversations from the dedicated chat area within the CRM platform. This is where you'll see a list of your ongoing chats and can open them to continue the conversation.