Hello @OneEagle,

See please my answers below:

How Messenger can be used for member support

Messenger allows you to create:

• Private conversations
• Group chats
• Support-style threads where members can message an admin or a specific profile.

Using Organizations as Support Departments

In UNA, an Organization is also a profile type, which means:

• An organization can initiate and receive Messenger conversations just like a regular user profile.
• An organization can have multiple members inside it.
• All members of the organization can reply on behalf of the organization, using the organization’s name and identity.

This gives you a simple way to simulate “departments.”

Example:

1. Create an organization called Support (or Billing, Accounts, etc.).
2. Add all staff members as members of this organization.
3. Allow users to start a direct chat with this Support organization.
4. Any staff member inside the organization can respond as Support.

Live Chat / In-App Messaging

Messenger works in real time, so it can function as in-app chat:

• Users can instantly message the Support profile or organization.
• Support agents see messages immediately.
• Multiple agents can answer via the same organizational identity.

It's not a full ticketing system (no auto-assigning or queues), but for general support it works well.

Advanced Features (Optional)

If you need:

• Department routing
• Ticket IDs
• Queue management
• Auto-assignment of support agents
• Structured support workflows

these features would require custom development.