DMs - Ergoly

Anyone at your agency can DM a worker, and the copy that answers is your team’s: it knows every client. A client’s contact who is linked to that client also gets an answer, from that client’s copy. Everyone else is told, politely, that the worker cannot help them.

Who sends the DM	Who answers
A member of your workspace	Your team’s copy
A person linked to Acme	Acme’s copy
A guest, or a Slack Connect contact linked to no client	Nobody. They see: I’m not able to pick this up — I only work with people from the organization that set me up.

Linking a person to a client

Link a person from the worker’s Clients tab (Add to client, then the People tab), from the client’s page (Bind a Worker, People), or by adding them to the client’s box on the Company chart. The chart’s sheet says what it does: Daniel’s DMs with Nora will go to Acme.

Threads in DMs

In a DM, each message you send starts its own thread, and the worker replies in it. That keeps a long DM history readable: one topic, one thread.

Worth knowing. A DM is never a channel. It cannot be mapped to a client; only the person can be linked. If a linked person’s client copy is not live yet, their message is dropped and marked with ❌.