Why it matters
Hiding messages helps reduce clutter in long conversations by concealing content that is no longer needed for day-to-day context, allowing your team to focus on the most relevant information.
Key Concepts
Visibility: Indicates whether a message is displayed within the conversation thread.
Inbox: The interface where all conversations are viewed and managed.
Conversation: The full record of messages exchanged between your team and a contact.
Step-by-Step: Hide a Message
Go to your Inbox.
Open the conversation containing the message you want to hide.
Hover your cursor over the message.
Click Hide Message when it appears.
Confirm the message is hidden by checking for the placeholder indicator.
Step-by-Step: Show a Hidden Message
Go to your Inbox and open the conversation.
Locate the hidden message placeholder.
Hover your cursor over the placeholder.
Click Show Message to reveal the content.
Tips and Best Practices
Hide only messages that add clutter without contributing to ongoing context.
Hidden messages are concealed from all team members.
Hiding a message does not affect the contact’s view; messages remain visible to the recipient.
Troubleshooting
Issue | Possible Cause | Fix |
Hidden message placeholder is hard to locate | The hidden message is deep in the thread | Scroll through the conversation or use search filters to find the placeholder |
Message does not reappear after clicking Show | Display issue or action was not completed | Refresh your browser, then click Show Message again |