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Direct Messages (DMs) are private, one-to-one conversations separate from channels. 
Note: Admins can initiate DMs with anyone. Field Executives (FEs) and Team Leads (TLs) can initiate DMs only with users in their team. They can, however, access DMs with admins who are already initiated. 

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Starting a New DM  

  • Click the + icon in the header. 
  • Select New Direct Chat 
  • Search for the member’s name and select them to start a DM. 

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Muting a DM 

Muting a conversation helps you minimize distractions by pausing notifications from a direct message. You can still view messages at any time, but they just won’t trigger alerts or show the unread count. 
  • Hover over the DM in the sidebar 
  • Click the More actions (⋮) icon. 
  • Select Mute this conversation to stop receiving notifications. 
  • To unmute, repeat the same steps and select Unmute this conversation. 
Alternatively, you can also mute a conversation from its details page. 
  • Open the DM that you want to mute. 
  • Click the More actions (⋮) icon in the DM header and select Mute Conversation.

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Pinning a DM 

Pinning a conversation keeps it at the top of your sidebar (Web) or Chat Home (Mobile) under Pinned conversations, making frequently used channels or DMs easy to access. 
  • Hover over the DM in the sidebar. 
  • Click the More actions (⋮) icon. 
  • Select Pin this conversation to keep it at the top of your list. 
  • To unpin, repeat the same steps and select Unpin this conversation. 
Alternatively, you can also pin a conversation from its details page. 
  • Open the DM that you want to pin. 
  • Click the More actions (⋮) icon in the DM header and select Pin Conversation.