Blog Post
CyJervis
4 years agoBoss
i_am_ryan to my knowledge you need to open a support ticket to enable private messaging to the community via Care. Please note that by doing so, all private messages to/from agents to be presented in care as well.
We had it turned on over a year ago and had it turned off shortly after. There are tips in the linked article on preparing for the change if you want to proceed.