Direct Messages and Group Direct Messages are private conversations that sit outside of channels and job threads. They're ideal for quick questions, one-on-one coordination, or small private group discussions that don't need a dedicated channel.
Direct Messages (DMs)
A Direct Message is a private one-on-one conversation between two people. Only the two participants can see it.
To start a DM:
Search for a user in global search and open a conversation from their profile
Or click the + button in the Direct Messages section of the sidebar and select one person
If a DM thread already exists between you and someone, CxC reuses the existing conversation — it won't create a duplicate.
All active DMs appear in the Direct Messages section of the sidebar for quick access. Messages are delivered in real time. All user roles can send and receive DMs — admins, managers, technicians, dispatchers, and CSRs.
Group Direct Messages (MPDMs)
A Group Direct Message is a private conversation between three or more people. It works like a DM but with multiple participants.
To start a group DM:
Click the + button in the Direct Messages section of the sidebar
Select two or more users
The conversation opens immediately
Group DMs are automatically named based on the participants. They are private and not visible or searchable by anyone outside the group. All participants have equal access — there's no owner or admin in a group DM.
If a group DM with the exact same set of participants already exists, CxC reuses it instead of creating a new one.
What you can do in DMs and Group DMs:
Send text messages, voice messages, and files
Pin important messages
React to messages with emoji
Edit or delete your own messages
Forward messages to other conversations
System messages in DMs and Group DMs:
CxC automatically posts system messages for key events — when a group DM is created, when someone is added or removed, when a file is uploaded, or when a message is pinned. These are informational only and can't be replied to or edited.
