Edit and Recall Messages in Live Chat

Human agents make mistakes — a typo, a detail sent too soon, or a message meant for a different customer. In a live support conversation, those mistakes used to be permanent. The customer saw them, and there was nothing an agent could do.

We believe agents deserve the same ability to correct themselves that they'd have in any professional communication tool. That's why we're introducing message edit and recall for human agents in live chat.

What's New

• Edit your last message — Made a typo or sent incomplete information? Edit the message in place. The customer sees the corrected version instantly, with a subtle (edited) label so the conversation stays transparent.
• Recall your last message — Sent something by mistake? Recall it before the customer acts on it. The message is removed from their view and replaced with a neutral notice. No trace of the original content remains.
• Real-time for everyone — Edits and recalls take effect immediately for all participants in the session, including other agents on the same conversation.
• Offline-resilient — If the customer was offline when the change happened, they'll see the updated state the moment they reopen the chat — never a stale or incorrect message.

Why It Matters

Live chat is fast-paced. Agents are handling multiple conversations, typing quickly, and making judgment calls in real time. A single mistyped number in an order confirmation, a price sent before it was finalized, or a message accidentally pasted from another thread — these are the moments that erode customer trust.

Edit and Recall give agents a safety net. The goal isn't to encourage carelessness — it's to ensure that when a mistake does happen, it can be corrected immediately and professionally, without leaving the customer with wrong information.

Availability

Edit and Recall are available for live chat sessions conducted through the website widget, from both the main Live Chat dashboard and the dedicated agent portal.