How do I request a DM in Engage?

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

  1. Open a ticket where a DM request is appropriate.
  2. Click the Request DM button in the response panel.
  3. 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.