Working Conversations - Connectly

Once you open a conversation, the composer at the bottom is where you reply to the customer. It supports much more than plain text.

Ways to reply

Option	What it’s for
Text	Type a reply in the composer (it’s pre-labeled Reply to ).
Templates	Send an approved WhatsApp message template — available on WhatsApp and Blip channels.
Quick replies	Insert one of your team’s saved snippets. You can add, edit, and delete quick replies inline.
Files	Attach an image, document, or other file (one attachment per message). You can also drag-and-drop or paste.
Audio	Record and send a voice note.
Emoji	Insert emoji into your reply (available on desktop).

The Templates button opens your message library, with Quick Replies and Template Messages tabs: Add emoji from the emoji picker:

React and reply to a specific message

Reactions — add an emoji reaction to a specific message in the thread.
Reply / quote — reply to a specific earlier message so the customer sees the context you’re responding to.

Send behavior

Choose whether pressing Enter sends your message or adds a new line. This is a personal preference — see Send Behavior in Inbox Settings.

The send button adapts to the ticket

The send button’s label tells you what will happen when you send, based on the ticket’s state:

Label	What happens
Send	Sends your reply in the normal case.
Open ticket and send	There’s no open ticket yet — sending opens one.
Reopen ticket and send	The ticket was resolved — sending reopens it.
Assign to me and send	The ticket isn’t assigned to you — sending assigns it to you.

The session window

For channels like WhatsApp, you can reply freely within the customer’s active session window. The composer shows a countdown of how long you have left to respond with a regular message. Once the window closes, you’ll need an approved template to re-engage the customer.