Replying to a Conversation

When you open a conversation, the composer sits at the bottom of the thread. Here is how to get the most out of it.

Send a reply

1. Click the conversation in the list.
2. The composer defaults to Reply mode, meaning your message goes to the customer.
3. Type your message.
4. Press Enter (or click the send button) to send.

The message appears in the thread immediately and the customer sees it in the widget in real time.

Switch to Note mode

If you want to leave an internal comment that the customer never sees, click the Note tab in the composer. Notes show with a yellow background in the thread so they’re visually distinct. See Private notes and @mentions for details.

Formatting

The composer supports rich text. Use the toolbar above the input to:

• Apply bold, italic, underline, or strikethrough.
• Insert an ordered or unordered list.
• Add a code block or inline code.
• Insert a link.

Paste plain text and it stays plain. Markdown is auto-converted when you type it.

Shortcuts (saved replies)

Type / in the composer to open the shortcuts panel. Start typing to filter your saved snippets by name. Click or press Enter on a shortcut to insert it into the composer, where you can edit it before sending.

Manage shortcuts under Settings → Apps → [your app] → Shortcuts.

Attachments

Click the paperclip icon in the composer toolbar to attach a file. The file uploads immediately and the customer can download it from the widget.

@mentioning a teammate

In Note mode, type @ followed by a teammate’s name to tag them. They receive a push notification and an email (with a delay so they’re not spammed if they’re already looking at the conversation).

Sending a booking card

Click the Book button in the composer toolbar, then Send booking link, to drop a scheduling card into the chat - a clickable block that lets the customer pick a meeting time. You can also choose Manually book to pick a time for them. Requires scheduling to be enabled. See the Scheduling collection.

Keyboard shortcuts