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Reply to a conversation

Write and send a reply, add files and emoji, and let AI tidy up your wording.

2 min read

Your reply goes back to the customer on the same channel they wrote from.

Before you start

Every planNeeds: Conversations: Write
  • The conversation must be assigned to you. If it isn’t, Accept it first.

Send a reply

Section titled “Send a reply”

  1. Open the conversation.

  2. Make sure Reply is selected above the text box. The hint next to it shows the channel the reply goes out on.

  3. Type your message.

  4. Press Enter, or click Send. To start a new line, press Shift + Enter.

    You should see your reply in the conversation, marked as sent.

Send and close the loop in one go

Section titled “Send and close the loop in one go”

Click the arrow next to Send for more options:

  • Send and resolve sends the reply and resolves the conversation. The shortcut is Ctrl + Shift + Enter (⌘ + Shift + Enter on a Mac).
  • Send and snooze sends the reply and snoozes the conversation for the time you pick.

On a phone, press and hold Send to see these options.

Add a file

Section titled “Add a file”
  1. Click Attach file and choose up to 10 files.
  2. Send your reply as usual.

Each file can be up to 100 MB. Your workspace decides which file types are allowed. Files can be sent on web chat, voice, email and phone conversations. WhatsApp, Messenger and Instagram replies are text only.

Add an emoji

Section titled “Add an emoji”

Click Emoji, then search or pick one. Your most-used emoji appear first.

Let AI rewrite your reply

Section titled “Let AI rewrite your reply”

  1. Type your reply.

  2. Click Rewrite and choose Shorter, Friendlier, More formal or Match the customer’s language.

    You should see your text replaced by the new version, marked “Rewritten by AI”.

  3. Don’t like it? Click Undo to get your original text back.

Each rewrite uses wallet credit. See What uses credits.

Reply to an email

Section titled “Reply to an email”

Email replies are threaded under the original subject. To copy someone in, click Cc and type their address. You can add up to 20 people.

Common problems

Section titled “Common problems”
I can only write a note, not a reply

The line next to Note tells you why. Most often the conversation is assigned to someone else, is snoozed or resolved, or the AI agent is still answering. Do what the line says (for example Reopen or Take over), and Reply becomes available.

The file won’t attach

Check the size (100 MB at most), the count (10 per message) and the file type. Your workspace may not accept that type of file.