Responding to Conversations

Learn how to efficiently respond to customer messages.

Sending a Reply

• Select a conversation from the inbox
• Type your message in the composer at the bottom
• Click Send or press Cmd/Ctrl + Enter

Formatting Options

The composer supports rich text formatting:

• Bold - Click B or use Cmd/Ctrl + B
• Italic - Click I or use Cmd/Ctrl + I
• Underline - Click U or use Cmd/Ctrl + U
• Bulleted lists
• Numbered lists

Adding Attachments

Click the paperclip icon to attach files to your message. Supported file types include images, PDFs, and documents.

Using Canned Responses

Speed up replies with pre-saved responses:

• Click the canned response icon in the composer
• Search or browse available responses
• Click to insert the response
• Edit as needed before sending

Inserting Knowledge Base Articles

Share help articles with customers:

• Click the book icon in the composer
• Search for the relevant article
• Click to insert a link to the article

Internal Notes

Add notes visible only to your team:

• Click Log note in the composer
• Type your internal note
• Click Send

Notes appear in the conversation timeline with a different style so you can easily distinguish them from customer messages.

AI Reply Suggestions

If enabled, AI will suggest replies based on your knowledge base. Click a suggestion to use it as a starting point for your response.