Note: From October 1st, we're introducing new plans that better reflect how our customers use Deputy: Lite, Core, and Pro. If you're an existing customer, look out for an email soon with all the details you’ll need. Learn more about the new plans and what this change means for you .

Note: Our new Messaging+ add-on launches on October 14, 2025. You can try the premium features in Messaging+ for free until then. After that, a Messaging+ subscription will be required. Basic messaging features remain free for all customers.

Learn more about the upcoming changes to Messaging and how to sign-up for for Messaging+.

Messaging FAQs
Messaging+ FAQs
Best practices for protecting sensitive employee information

Learn more about the Messaging+ add-on in this section of the article.

Messaging FAQs

Why can’t I start a new message?

You might not have permission to start direct messages or group chats. Contact your System Administrator to check or update your role’s permissions.

Can I delete a message I've sent?

Yes, on the web app, hover your cursor over the message you want to delete and click the three-dot icon, then select Delete.

On the mobile app, tap and hold the message you want to delete until a menu appears, then select Delete message.

Why am I not receiving notifications for new messages?

On the Mobile App, check that you haven’t muted or snoozed the chat or channel notifications.
Ensure that push notifications are enabled for the Deputy app.

On the Web App, check the Communications tab for the unread indicator (coming soon).

If none of these resolve it, try logging out and logging back in (web) or uninstalling and installing the mobile app again.

My messages aren’t being sent - what should I do?

First, check your internet connection (Wi-Fi or cellular).

If the app shows “Sending…” for too long, refresh the app or web browser.

If you're still stuck? Contact Deputy Support to see if there’s a broader technical issue.

Why can’t I see or join certain group chats?

Group chat access depends on your role’s permissions (some roles may not be able to create or manage groups). Contact your System Administrator or Manager to confirm your access.

Location-based channels only include team members assigned to that location.

Why don’t I see a group chat I was previously part of?

It may have been archived by you or a System Administrator, or you might have been removed from the group.

Check the archived chats section (if available) or ask your System Administrator to confirm.

I searched for a team member but can't find them - why?

Some team members may not appear if they have a very high number of locations assigned (for example, 200+ locations), which can exceed system limits in Messaging. If this applies to your team member/s, contact Deputy Support for assistance.

Can I export my message history?

Not directly within the app yet. If needed, reach out to Deputy Support to request an extract.

Does Deputy Messaging have read receipts?

Yes, you’ll see read receipts (small checkmarks) below your sent messages to know if they’ve been seen. This article provides information on how to check who has seen your messages.

Are images and files I share automatically saved to my device?

No, attachments stay in the Deputy app unless you choose to download them.

Can I edit a message after sending it?

Yes, Deputy Messaging supports editing messages after sending.

Who can see location-based channels?

Only team members assigned to that location (or managers/admins in multiple locations).

How do I manage notifications?

You can mute or snooze notifications for any chat or channel individually.

What happens when someone leaves the company?

If they’re removed from Deputy, they’ll automatically lose access to Messaging too.

Can I access Messaging on both mobile and web?

Yes. The Mobile App has Messaging under the Messaging tab, and the Web App has it under Communications tab in the top navigation bar. See this introduction to Messaging.

Why should I use Messaging instead of other chat apps/WhatsApp?

Messaging is built for secure, work-specific communication - no personal mixing, better data security, and automatically managed group access. This article provides an overview of Deputy Messaging.

What happens to chat history if I turn off Messaging?

System Administrators can turn Messaging on or off at any time. If Messaging is temporarily disabled, chat history will still be available. Turning the toggle off simply hides Messaging from users with Employee access.

Why can't I send Kudos in one-to-one messages?

Kudos can only be sent in group chats and location-based group chats. This keeps recognition visible to the broader team and helps prevent potential misuse in direct messages or smaller group chats (for example, repeatedly sending someone Kudos to boost leaderboard positions).

After updating permissions, how long until changes take effect?

When updating messaging permissions, changes may take a couple of minutes to apply and take full effect. For larger organizations (500+ users), we recommend allowing 5-10 minutes for the changes to fully roll out.

What is the file size limit for attachments in Messaging?

You can upload files up to 100MB in Deputy Messaging (including Messaging+). If your file is larger than 100MB, we recommend storing it in your organisation’s approved file-sharing platform (e.g. SharePoint, Google Drive, Dropbox) and sharing the link in your message.

Helpful tip

Most Messaging issues can be resolved by checking your permissions, confirming your device settings, and making sure your internet connection is stable. If you’re still stuck, our Support team is here to help!

Messaging+ FAQs

What is Messaging+?

Messaging+ is Deputy’s premium messaging add-on. It unlocks advanced communication features like message pinning, read receipts, polls, extended media storage, and role-based permission controls.

What features are included in Messaging+?

Messaging+ includes:

Message pinning and viewing pinned messages
Read receipts
Poll creation
Larger group chat limits
Extended message and media history
Access-level permission controls for messaging features

Detailed comparison of features available in Messaging and Messaging+

Feature	Messaging	Messaging+
Web & desktop messaging
Group chats
File attachments
Messaging editing
Message deletion
Pin messages
Mute conversations & channels
Unread message indicators
Message and file history	Last 30 days only	Unlimited
Message search	Last 30 days only	Unlimited
Voice recordings
Emoji reactions
Read receipts
Polls
Kudos & recognition	7 Kudos per user / per week Customisable limits with Deputy HR	7 Kudos per user / per week Customisable limits with Deputy HR
Location channels (auto-provisioned by Deputy location)
Role-based permissions
Unlimited group chats	Max. 10 team members per group	No member limit for groups
Shift status indicators
@onshift Custom mentions

Do I need to pay to use Messaging+ features now?

Yes. If you used Messaging+ features during the Beta period (ending October 14, 2025), you must sign up for a paid Messaging+ subscription to continue using the advanced features. You can learn more about the recent changes to Messaging here .

If you're new to Deputy or haven't trialled Messaging+ yet, you can sign up for a 30 day free trial via self-serve at once.deputy.com.

Will core Messaging features still be free?

Yes. Basic functionality like direct messages, group chats, and attachments will remain free for all customers.

How will I know which features are part of Messaging+?

Messaging+ features will be clearly marked in the app and in our Help Center. You can also use the table above to review a list of Messaging+ features.

How much will Messaging+ cost?

See our detailed pricing page for Messaging+. For Lite and Core plan customers, it'll be available as an optional add-on to your Deputy subscription. For Pro plan customers, it's already included in your plan.

Can I try Messaging+ before subscribing?

Yes. If you're new to Deputy or haven't trialled Messaging+ yet, you can sign up for a 30 day free trial via self-serve at once.deputy.com.

Best practices for protecting sensitive employee information

As a Deputy customer, your organization is the Data Controller. You decide what data is collected and how it's used. Deputy acts as the Data Processor, which means we handle that data based on your instructions.

The FAQs below are here to support you, as the Data Controller, set clear and effective guidelines for how your team uses Messaging.

What is the recommended use for Deputy Messaging and Messaging+?

Messaging is a powerful tool for professional, operational, and day-to-day business communications. It's built to make workforce management and collaboration on work-related topics more efficient.

To help your organization comply with international data privacy laws - such as the General Data Protection Regulation (GDPR) in the EU and UK, the Privacy Act 1988 in Australia, and the Health Insurance Portability and Accountability Act (HIPAA) in the US - it's essential that the messaging feature is not used to transmit or store sensitive personal information.

What types of information should not be shared over Messaging?

While Messaging is a valuable tool for operational collaboration, it's not designed as a secure platform for sharing sensitive data like personal identifying information (PII) or protected health information (PHI).

Team members should be trained not to share any information that could be considered sensitive under data privacy laws. This type of information usually falls into two main categories:

Personally Identifiable Information (PII) or Personal Data: This is any information that can be used to identify a specific individual. While some basic personal data is in our system to create a user account (like name and work email), employees should avoid sharing additional, non-essential PII in messages.

Examples
- Government identification numbers (e.g., Social Security Number, Tax File Number, National Insurance Number)
- Passport numbers
- Driver's license details
- Personal financial information (bank account or credit card numbers)
- Phone number and address
Special Category / Sensitive Personal Information: This is a specific class of data that is afforded a higher level of legal protection because of its sensitive nature. Sharing this type of information via messaging is strictly prohibited.

Examples
- Health or medical information of any kind (PHI under HIPAA, "Sensitive Information" in Australia, "Special Categories of Personal Data" under GDPR) including but not limited to any details about your health, medical history, treatments, or doctor's visits. This also includes information about a medical condition, even if you don't share your name
- Information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs.
- Trade union membership
- Genetic or biometric data
- Data concerning a person’s sexual orientation

What if a team member needs to discuss a medical or personal issue with their manager / employer?

Messaging in Deputy isn't the right channel for team members to discuss personal medical issues with their employer or HR.

Instead, your team should use methods your organization has approved for for sensitive conversations, such as:

A direct email from your company’s official, secure email system;
A scheduled private phone call or in-person meeting;
Your dedicated Human Resources Information System (HRIS) platform, if applicable; or
Official company forms for leave requests or accommodations.

This helps ensure information is handled with the appropriate level of privacy and security. We recommend setting clear internal guidelines so your team knows exactly where to go for sensitive conversations.

Is the platform secure?

Yes, we take data security very seriously. Deputy is built with robust, industry-standard security measures in place to protect your company’s data. However, these measures are designed for the platform's intended purpose; professional, non-sensitive business communications.

Regulations like HIPAA and the GDPR require specific, stricter controls and legal agreements for handling sensitive health and personal data (Special Category Data).

Deputy’s Messaging and Messaging+ features are not designed or intended to meet these heightened legal requirements. For example, we do not enter into a Business Associate Agreement (BAA) as required under HIPAA for the processing of Protected Health Information (PHI).

Where can I find more information on my responsibilities?

As the Data Controller, you are responsible for how your employees use the Deputy platform, including Messaging and Messaging+. We outline the terms of our data processing relationship in our Subscription Agreement, paragraph 2.3 (Customer Data), our Privacy Policy, and our Data Processing Addendum (DPA).