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What it is for

This is the day-to-day of service: opening a customer’s conversation and replying. What you write goes out through the conversation’s channel (for example, WhatsApp).

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Who can use it

Anyone with access to an inbox sees its conversations. If No inbox released to you appears, talk to the organization’s Owner to release an inbox.

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Where to click

In the menu, open Chats. The list is on the left and the open conversation is on the right.

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Step by step

1

Open the conversation

Click a row in the list. To talk to someone new, click the New conversation icon (shortcut Ctrl+N), choose the Channel, search for the contact or type a number and click Start conversation.
2

Write the message

Type in the Type a message field. Enter sends; Shift+Enter starts a new line.
3

Use a quick reply

Type / in the field to choose a ready-made text. Use the arrows to navigate, Enter to use it and Esc to close. If none exists yet, click Create quick reply.
4

Attach files

Click Attach file. The menu shows options such as Document, Photos and videos, Camera, Audio, Contact, Poll and, depending on the channel, Catalog and Interactive buttons. You can also drag the file into the conversation.
5

Record audio

With the field empty, click Record audio. You can Pause, Resume, Discard or Stop and review before sending. The browser asks for permission to use the microphone.
6

Reply to a specific message

Choose to reply on the message itself. The field shows Replying to and the person’s name; Cancel reply undoes it.
On the same row as the field you will also find Variables (values such as the contact’s first name, swapped in at the moment of sending), Translate and Schedule send. See Scheduled messages.

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What happens next

  • The message appears in the conversation with its sending status. If it fails, it is marked Not sent and you click Try again.
  • If the conversation was in Resolved, replying reopens it. With no assignee, it becomes yours.
  • If the conversation is in the queue with no owner, the notice asks you to take it over before replying to the customer. The Internal note stays available.

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Common errors

  • 24-hour window closed. On Official WhatsApp, after 24 hours from the customer’s last message only an approved template can be sent. Click Send template. On Instagram, replying is blocked until the customer writes again.
  • The inbox is disconnected. The notice says the inbox that received the last message is disconnected. Click Choose inbox and reply through another one.
  • File too large or type not accepted. The notice states the channel’s limit. You can Choose another file or, for images, Send compressed.
  • Microphone permission denied. Allow the microphone in the browser settings.
  • No approved template. Ask an Owner or Admin to create one in Settings › Templates.
Dates and times appear in the time zone of the user’s browser.

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Next step