Skip to main content
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

The Templates button opens your message library, with Quick Replies and Template Messages tabs: Quick Replies tab in the message library with saved reply snippets Template Messages tab in the message library listing approved WhatsApp templates Add emoji from the emoji picker: Emoji picker with frequently used emoji and categories

​
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:

​
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. Composer with the attachment menu (audio, image, document), the session countdown, and the send button