You can take a message out of a conversation in two ways: delete it straight from the conversation, or remove it through moderation. This article covers deleting and editing. For reports, the word filter, and the moderation queue, see the Chat Moderation article.
Deleting a message in Chat
In Chat in the manager web app, hover over a message and click More (the ⋯ on the toolbar). Choose Delete at the bottom of the menu.
Delete is on every message, not just your own. You can use it on messages from drivers, other managers, and Viki.
It happens straight away and doesn't ask you to confirm, so check you've picked the right message first.
You'll see "Message deleted." Everyone in the conversation then sees the note "This message was deleted" where the message was.
If a message already went to a driver as a text, deleting it in VoiceERP doesn't take it back off their phone.
Editing your own message
You can only edit messages you sent yourself. Hover over one of your messages and click Edit, or choose Edit from the More menu, then change the text in place. Edited messages show "(edited)" next to them, and clicking it shows the edit history.
Edit isn't offered on messages sent as texts (SMS) or on messages that have no text.
What drivers can do
In the driver app, drivers can edit and delete their own messages from the menu that opens when they press and hold a message. They can't delete other people's messages.
If moderation is on for your company, drivers also see Report message and Block user on other people's messages. Managers using the app get Remove message and Ban user as well. Remove is the moderation action: it takes the message down for everyone and records it in your moderation queue.
Delete or Remove?
Use Delete in the web app to tidy up a conversation: a message sent by mistake, a duplicate, or something that went to the wrong chat.
Use Remove, from the moderation queue or in the driver app, when the problem is what the message says. That way it's recorded with the rest of your moderation decisions, and you can Ban the author if you need to.