Working Conversations

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

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Ways to reply

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

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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.

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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.

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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:

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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.