> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# How to reply to a conversation

> Open a conversation in the Inbox, write, attach files, record audio and use quick replies.

## 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).

## 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.

## Where to click

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

## 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](https://docs.stchat.app/en/subcontas/mensagens-programadas.md).

## 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.

## 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.

> [!NOTE]
>
> Dates and times appear in the time zone of the user's browser.

## Next step

* [How to find conversations](https://docs.stchat.app/en/subcontas/encontrar-conversas.md)
* [How to assign and resolve](https://docs.stchat.app/en/subcontas/atribuir-e-resolver.md)
* [Tags and internal notes](https://docs.stchat.app/en/subcontas/etiquetas-e-notas-internas.md)


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