Group DMs

A group DM is a direct message with the worker and two or more people. The worker answers in it, flat rather than in threads, and decides whose copy answers from who is present.

Who is in the group	Who answers
Only your own people	Your team’s copy
Your people and contacts linked to one client	That client’s copy
Contacts linked to two different clients	Nobody. The message is dropped, because no single copy could answer without mixing clients.

Worth knowing. A group DM with two clients’ people in it is the one place a worker refuses outright rather than picking. Start two group DMs instead.

Overview

Reference