How to remove the message button in OOTB User Profile Widget

[GwynethPhoS]

In portal, I have this message button under the User Profile, and if I click on it, it shows security related issue. If I click on it what should happen? Since there is restriction (security issue), what roles should be allowed to access it? And also, what are the steps to hide or remove the message button. I don't want to break the portal if I tried to deactivate or delete anything. 

Thanks in advance. 

[pr8172510]

Hi Gwyneth,

Good question — this comes up quite often with the OOTB User Profile widget in Service Portal.

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1. What the “Message” button actually does

That button is tied to:

• Connect Chat / Live Messaging (Connect Support / Collaboration)

When clicked, it tries to:

• Open a chat with that user
• Use Connect roles + presence system

 If you’re seeing a security error, it usually means:

• Required roles/plugins are not enabled
• Or user doesn’t have access to Connect features

---

2. Required roles (if you want it to work)

To enable messaging:

• sn_connect.user
• sn_connect.support (depending on setup)

Also ensure:

• Connect Support plugin is active
• Presence is enabled

If not configured → button will throw errors (as you’re seeing)

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3. Recommended approach → Hide the button (safe way)

Since you don’t need it, best option is to hide it via widget customization (not delete anything OOTB).

---

4. Steps to remove the Message button

Do NOT edit OOTB widget directly

Instead:

1. Go to Service Portal → Widgets
2. Find: User Profile widget
3. Click Clone
4. In cloned widget:
   • Go to HTML template
   • Find button code like:

<button class="btn btn-danger">Message</button>

What is this?

1. Remove or comment that section

---

5. Optional → Hide via condition (better approach)

Instead of removing, you can conditionally hide:

<div ng-if="false">
<!-- Message button -->
</div>

What is this?

OR based on role:

c.showMessage = false;

6. Update portal to use cloned widget

• Replace original widget with your cloned version on the page

---

7. What NOT to do

 Don’t delete OOTB widget
 Don’t disable plugins just for this
Don’t modify base system directly (upgrade issues)

[GwynethPhoS]

will do this, thanks!