You can edit or delete any message your business sent in a conversation, including messages from teammates, announcements and triggers. Customer messages can't be edited or deleted.
Editing a message
Open the conversation in Messages.
Hover over your message and click the pencil icon.
Change the text in the Message box.
Click Update.
The new text replaces the old one for both you and the customer.
Deleting a message
Open the conversation in Messages.
Hover over your message and click the X.
Click Confirm Delete.
Both you and the customer see "This message was deleted" in its place.
Things to know
Emails aren't changed. If the message was already emailed, the email keeps the original text. Editing or deleting only changes the message in Birrdi.
Edits are plain text. Formatting such as bold or links is removed when you edit.
No "edited" label is shown to the customer, and there's no time limit on editing or deleting.
The list preview may not update. The Last Message column in your inbox can still show the old text after an edit or delete.
You can edit and delete messages in closed conversations too.
The edit and delete icons appear on hover, so use a desktop browser.
Anyone with access to Messages (Managers, Operators and Admins) can edit or delete business messages.