---
title: "Why can’t an Agent use New message? | GoPromoteNow Help"
description: "Starting a conversation sends a template, which Meta charges for, so it belongs to roles with “Send templates to start or reopen a conversation”. To let one…"
url: https://gopromotenow.com/help-centre/agent-start
last_reviewed: 2026-10-10
---

Team, roles and permissions

# Why can’t an Agent use New message?

Starting a conversation sends a template, which Meta charges for, so it belongs to roles with “Send templates to start or reopen a conversation”. To let one person do it, give them a custom role that includes it.

**Last updated:** 10 October 2026

[How this works in GoPromoteNow: The team inbox](https://gopromotenow.com/features/team-inbox)

More in Team, roles and permissions

- [Why is a button greyed out or missing for me?](https://gopromotenow.com/help-centre/greyed-out)
- [Can I stop someone seeing the inbox?](https://gopromotenow.com/help-centre/remove-member)
- [How many people can answer?](https://gopromotenow.com/help-centre/team-size)
- [How do I invite someone?](https://gopromotenow.com/help-centre/invite)

[All help answers](https://gopromotenow.com/help-centre)

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