We've added the ability to edit and delete responses and notes in chats. The updated settings are available under Agents and Agent roles in the Additional permissions block.

Checkboxes now have an "own / all" toggle:

• if "own" is selected, the agent can edit/delete only their own responses or notes;
• if "all" is selected, the agent can edit/delete any message in the case, including customer responses and auto-responses added via rules.

⚠️ After the update, existing agent permissions were not changed — the new settings defaulted to "own" so no one would receive expanded permissions by mistake.

Editing and deleting messages in custom channels is also supported. Learn more

If the channel supports these changes, we sync them with the external service, and the customer will see the edits. If not, the changes will only happen in Deskie.

You can track editing and deleting of responses and notes in cases through automation rules.

Learn more in Deskie knowledge base.