🔁Recall single message
In certain situations, such as when an agent sends a message by mistake or provides incorrect information, you can use the "Recall Message" feature to retract a single sent message from the conversation. Using this feature allows you to correct errors immediately and prevent the incorrect information from continuing to be viewed or causing misunderstandings.
How to recall a single message
Open the real-time chat conversation record in the service desk and find the message you want to recall.
Click the more actions "..." icon menu at the top right of that message and select "Recall."
If the message meets the recall conditions, the system will mark the message as "Recalled," and the message will be removed from the contact's conversation view.
Not all messages can be recalled; whether a message can be recalled depends on the channel or restrictions.
Usage limitations for recalling messages
Before using the recall message feature, please note the following limitations:
Only supports real-time chat channels Currently only message recall for website real-time chat channels is supported. Third-party chat platforms such as LINE and Facebook Messenger are not supported for message recall due to official mechanism restrictions.
The recall time limit is within 5 minutes After the message is sent successfully Within 5 minutes can be recalled. If this time is exceeded, the system will not allow the message to be recalled.
Only the message sender can operate Only the sender of the message can recall it; other agents cannot recall messages sent by others.
Frequently Asked Questions
After recall, the customer still sees the message
Whether the message disappears immediately on the customer's side after being recalled may be affected by the device status or network connection. For example, if the customer's network is interrupted or the device does not sync immediately, the message may still be temporarily displayed. Usually the recall status will synchronize and the message will be removed after the customer reconnects or reopens the conversation.
Can I delete the message directly?
No. Retracting a message is not equivalent to deleting it. To preserve a complete conversation record, the system retains the message and marks it as "retracted" instead of removing it entirely from the logs.
Can the customer retractamessage?
Customer-side retraction is not supported. Once a customer sends a message, the system immediately logs the content, and the agent may already have seen it. To avoid disputes or discrepancies in the conversation record, a customer-side message retraction feature is not provided.
Common scenarios
Below are several common situations where the "retract message" feature might be used:
1. Sent the wrong message An agent accidentally sends the wrong content when replying, such as replying in the wrong conversation, pasting the wrong link, or providing incorrect information. In such cases, they can immediately retract the message to prevent the customer from seeing inaccurate content.
2. Sent unfinished or test content When typing a message, you may accidentally send a reply that hasn’t been finalized yet, or paste internal notes, test text, or other content that shouldn’t be shown to the customer; you can quickly correct this using the recall feature.
3. Sent incorrect link or file information If you accidentally provided the wrong event page, product link, or documentation, you can first recall the message and then resend the correct information to reduce the risk of customer misunderstanding.
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