Replying to a customer
The reply box, notes, tools, send and solve or snooze, send delay, commands.
Inbox- Open the conversation and type in the reply box at the bottom.
- Press Send. On WhatsApp and Instagram the ticks under your message show sent, delivered and read.
- Switch to Internal note to write something only your team sees; @mention a teammate to notify them.
- Type / at the start to insert a macro (a saved reply); the list filters as you type the shortcut.
- Attach a file with the paperclip: on WhatsApp a JPEG or PNG arrives as a photo and anything else as a file, with your text as its caption; on live chat it appears in the chat; Instagram and Messenger replies are text only for now. Suggest drafts a reply and the steps it implies (tag, priority, department, a booking change, one of your Actions) for you to edit and send; the AI button rewrites, shortens, translates or fixes the tone and grammar of what you wrote.
See “What the inbox knows about the customer” for suggested replies, the labels and the interaction history.
Tools in the reply box
The toolbar holds the tools you pin; every tool is under … (attachments, images, macros, emojis, help articles, Edit with AI, Suggest), each with a pin to put it on the toolbar. Help articles lists your published help-centre articles and puts the title and link in your reply. Your pins are remembered in this browser.
Ways to send
- The arrow beside Send offers Send and archive (⌘ ⇧ ↵), and Send and snooze: in an hour, four hours, tomorrow at 9:00 (⌘ ⌥ ↵), Monday, a week, a month, until the customer replies, or a date and time you pick. Snoozed conversations come back when the time passes or the customer writes.
- Pin Send and archive to keep it as its own button beside Send.
- Send delay holds each reply for 5, 10 or 20 seconds with Undo, in case you spot a mistake. Leaving the conversation sends a waiting reply at once. The WhatsApp 24-hour window is checked when the reply actually goes.
Commands and keyboard
⌘ K (Ctrl K) opens commands and search: in a conversation it can reply, write a note, use a macro, edit with AI, take over or hand back, archive, snooze, assign, make a ticket or copy a link; Navigate to jumps to any page. The ⌘ button in a wide conversation header opens the same list.
j / k move through the list, Enter opens, r puts you in the reply box, n in an internal note, e archives, t takes over from the AI or hands back, a opens more actions, ⌘ J edits your draft with AI, Esc closes a menu and then returns to the list. Press ? for the sheet. The header shows a pill when a teammate has the same conversation open or is typing, so two people do not answer at once.
AI replies and their sources
Under a reply from the AI Agent, "4 sources" (or however many) opens the list of what it read before answering: sections of your website pages, Q&A and instructions. Use it to see where an answer came from; fix a wrong answer in AI Agent → Knowledge.