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Chat messages can be edited, deleted, and reacted to from the widget and from the Sayless inbox. The server enforces the same window and ownership rules on every path.

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Edit and delete

Customers can edit or delete only their own messages, and only while the conversation is open. The window is editWindowMinutes on the widget (default 15 minutes from createdAt). After that, the widget shows Edit window closed and the server rejects the request with edit_window_closed. If the conversation is resolved or closed, the composer is replaced by reopen or start-new, and edit or delete is rejected. Deleting is soft: deletedAt is set and both the widget and the inbox show a tombstone (This message was deleted). Agents follow the same ownership and window rules for their own chat replies. In the widget, Esc cancels an in-progress edit. Delete shows an undo toast before the request is sent.

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Reactions

The widget uses a fixed set of emoji: six quick reactions (👍 ❤️ 🎉 😄 👀 🙏) plus a 24-emoji grid in the composer and on the message action bar. The server rejects any other emoji with invalid_emoji. Customers and agents can add or remove a reaction on any non-deleted chat message. Counts are per emoji; the customer view only shows whether the current contact reacted (mine).

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Reopen

While a conversation is resolved and inside reopenWindowDays (default 7), the widget offers Reopen conversation and Start new. Reopen restores an open status and keeps the previous assignee. Past that window, or when the conversation is cancelled, only Start a new conversation is offered.

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Unread

A message counts as read when the messenger is open, the tab is visible, and the agent message is in view. The widget sends markRead (debounced). Unread is stored on the contact’s ConversationRead row, so the launcher badge stays in sync across devices.

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Typing

Typing is ephemeral and is not stored. Agent note-typing never reaches the customer. Customer typing shows in the inbox reply row as the contact.