Purpose

In Connect, Support shows conversations between members and the page you currently manage. You can read a conversation, reply, react, and manage messages you sent.

When to use this

Use this when a member has sent a support message to your page. Connect puts the newest conversation first and shows the member's name, the latest message, the date, and an unread count when there are unread messages.

Step by step

1. From the Dashboard in Connect, tap the speech-bubble button in the top-right corner. The Support screen opens.
2. Tap the member's conversation. If a conversation has no member name, Connect shows Member.
3. Tap Reply… and write your message.
4. Tap the arrow button beside the reply field. The button becomes available when your message contains text.
5. Check the status below your latest message. Delivered means it was sent. Seen appears after the member reads it.
6. To reply to a specific message, swipe it to the right. You can also press and hold it, then tap Reply.
7. Press and hold a message to add a reaction or tap Copy. For a message you sent, you can also tap Delete. Edit is available for your sent text messages.
8. To change a message, tap Edit, update the Message field, then tap Save. To remove one, confirm Delete message? by tapping Delete.

How it fits together

Connect keeps an open conversation up to date with new and edited messages, reactions, typing activity, and read status.

Troubleshooting

• If you see No support chats and Messages from members will show up here., pull down to refresh the list. This screen does not show a separate loading error.
• If the arrow button is unavailable, make sure the Reply… field contains more than spaces or line breaks.
• If Edit does not appear, check that the message is yours and contains text. You can only edit your own text messages.