Learn when and how to ask a customer to continue a conversation via direct message.
What Is a DM Request?
A DM request is a feature that allows agents to invite a customer to move from a public conversation to a private message for sensitive discussions.
How to Request a DM
- Open a ticket where a DM request is appropriate.
- Click the Request DM button in the response panel.
- Engage will automatically add a "Please DM us" button to the public reply (Twitter/X only).
When to Request a DM
- When handling personal information (e.g., account details, complaints).
- When a customer needs to share confidential data (e.g., ID numbers, payment issues).
- When the conversation requires a more detailed follow-up.