Direct messaging in Cadence allows attendees to communicate privately with each other during your event. When issues arise with this feature, they can often be resolved through proper configuration in the Attendees Settings section or by addressing common user errors. This guide will help you troubleshoot and resolve the most frequent direct messaging problems.
When to use
When attendees report they cannot send or receive direct messages
When messages are disappearing unexpectedly
When users cannot find the messaging option on profiles
When error messages appear during messaging attempts
How to do it
Verify messaging is enabled in your event settings.
Navigate to People > Attendees > Settings
Confirm "Enable Direct Messaging" is checked
Check connection requirements in the same settings area.
If "Only Connections" is checked, users must connect before messaging
The "Only Connections" setting is enabled by default and is the most common reason users cannot message each other.
Ensure public profiles are enabled by checking "Enable Public Profiles" in settings.
This setting must be on for attendees to see each other's profiles
Verify the user has proper permissions if they're an admin or special role.
Some permission levels may have different messaging capabilities
Check if messages are disappearing due to timing settings.
By default, messages older than 30 days may be automatically removed
The system always keeps the 5 most recent conversations
If important conversations are disappearing, consider increasing the message retention period in your account settings.
Inspect for error messages when users attempt to message each other.
Note the exact text of any error messages for troubleshooting
Test messaging on different devices to identify platform-specific issues.
Try both web and mobile app versions
Some messaging features may work differently between web and mobile platforms.
Clear browser cache and cookies if using the web version.
This resolves many temporary technical issues
Troubleshooting
If direct messaging still isn't working after following these steps:
"Conversation not allowed" error: This typically indicates a permission or connection issue. Verify both users have messaging enabled and are connected if required.
Messages not appearing: Check if the user has accidentally hidden or closed the conversation. The messaging icon in the top navigation bar provides access to all conversations.
Mobile app messaging issues: Ensure the app is updated to the latest version. For Android, version 2.7.404 or later is recommended. For iOS, version 2.7.393 or later is recommended.