Channels
I cannot see the Chat module in the sidebar.
You do not have any communication permissions assigned to your role. Contact your administrator and ask to be granted the communication:channels:read permission as a minimum.
I can see channels but cannot create new ones.
Creating channels requires the communication:channels:create permission. Your current role likely has read-only access. Contact your administrator to request the additional permission.
I cannot edit the channel name or settings.
Editing a channel requires the communication:channels:manage permission. If you do not have this permission, ask a channel administrator or your organisation administrator to make changes on your behalf.
How do I find an archived channel?
Archived channels may still appear in search results. Use the search bar at the top of the channel list and type the channel name. If you cannot find it, contact your administrator — they can unarchive the channel.
Can I recover a deleted channel?
No. Deleting a channel is permanent and cannot be undone. All messages and attachments are permanently removed. If you think you might need the conversation history, use Archive instead of Delete.
Messages
My message shows “Failed to send”. What should I do?
This usually means there was a temporary network issue. Click the Retry button that appears next to the failed message. If the problem persists, check your internet connection and try again.
Can I edit a message after sending it?
Yes. Hover over the message, click the more actions menu (three dots), and select Edit message. Make your changes and press Enter to save. The message will show an (edited) label.
Can I delete someone else’s message?
By default, you can only delete your own messages. To delete other people’s messages, you need the communication:messages:delete permission. Contact your administrator to request this permission if needed.
I pinned a message but I cannot find it.
Pinned messages appear in the Channel Info panel on the right side. Click the info icon in the channel header and scroll to the Pinned Messages section. Clicking a pinned message will scroll you directly to it in the conversation.
Mentions and Notifications
Someone @mentioned me but I did not receive a notification.
Check the following:
Your notification preference for that channel might be set to Mute. Even muted channels show an unread badge for direct mentions, but you may not see a push notification.
Make sure your browser allows notifications from the platform.
If you were mentioned via a job role mention, confirm that you hold the mentioned role.
How do I stop getting notified about every message in a channel?
Open the channel, go to Channel Info, and change your notification preference to Just mentions or Mute channel. This reduces notifications while still keeping the channel accessible.
What happens when someone uses @everyone?
Every member of the channel receives a notification, regardless of their individual notification preference. Use @everyone sparingly and only for genuinely important announcements.
File Attachments
What is the maximum file size I can upload?
The maximum file size is 25 MB per file. You can attach up to 10 files per message.
I cannot upload a file — the button does not work.
Check the following:
The file may exceed the 25 MB size limit. Try compressing the file or using a cloud storage link instead.
You may have already attached 10 files to the current message. Remove one attachment before adding another.
If the channel is in read-only mode, you cannot send messages or attachments unless you are a manager.
Can I upload any file type?
Yes. The Chat module accepts all file types. Image files (.jpg, .png, .gif) are shown as thumbnails in the message. All other files appear as downloadable file cards.
Permissions
I can view a channel but cannot send messages.
Your access to the channel may be set to Read rather than Write. This can happen if your job role has Read-only permission for the channel, or if a user override limits you to Read access. Contact your administrator or the channel manager to request Write access.
I lost access to a channel I could see before.
This can happen if:
Your job role was changed and the new role does not have permission for the channel.
A user override that gave you access was removed.
The channel was archived or deleted.
Contact your administrator to check which scenario applies.
Who can manage channel permissions?
Users with the communication:permissions:manage permission can configure job role permissions and user overrides for channels. This is typically granted to team leads or administrators.
Connection and Performance
The chat says “Disconnected” or “Reconnecting”.
The Chat module uses a real-time connection to deliver messages instantly. If you see a disconnection notice:
Check your internet connection.
Wait a moment — the system attempts to reconnect automatically.
If reconnection fails, try refreshing the page.
Messages sent by others while you were disconnected will appear once you reconnect.
Messages are loading slowly.
The Chat module loads older messages as you scroll up. If loading feels slow:
Check your internet speed.
Try refreshing the page to clear the local cache.
If the problem persists across multiple channels, contact support.
Still Need Help?
If your question is not answered here, reach out to your administrator or contact support through the help button in the platform. Include as much detail as possible — the channel name, the action you were trying to perform, and any error messages shown.