Answering a call

The reply box is located below the live chat window. From here, you can send messages to customers, leave internal notes for your team, and add pre-written responses, articles, and files. If the customer has multiple channels, you can also select which channel the message should be sent through from here.

• InboxOpen conversations to reply to
• Quick RepliesManage your frequently used text
• ChannelsView your linked channel accounts; administrator permissions are required
• Posting from Different ChannelsDetails of the Channel Selector

Is it a message or a note?

The button in the upper-left corner of the box determines the type of message you’re writing. A message is sent to the customer. A note is an internal note visible only to your team; in note mode, the background of the box changes and the “Send” button becomes “Add Note.” Details: Internal notes and mentioning a team member.

The response you’re typing is saved as a draft in this browser until it’s sent; it won’t be lost even if you leave the conversation and return. If another agent is viewing or typing in the same conversation, the line “Someone else is viewing this conversation” or “… is typing…” will appear just above the text box.

Toolbar

• Predefined Responses → Can also be opened with ⌘/Ctrl + K. The text you search for and select is added to the text box; variables in the text (e.g., customer name) are filled in with information from the conversation. You can create a new predefined response using the + button in the panel that opens.
• WhatsApp Template → Appears only in the WhatsApp channel; allows you to select and send a verified template.
• Apply Macro → If there is a macro in the workspace, it will appear; the steps for each macro are listed in the menu below.
• Mention a teammate → Appears only in note mode.
• Emoji → Emoji Selector.
• Add Article → Also opens with ⌘/Ctrl/. The link to the Help Center article you select is added to the text.
• Upload attachments → File attachments. You can drag and drop files onto the box; messages with attachments can also be sent without text.
• Insert Image → Places the image within the text.
• Enhance text → Visible only when BLE AI is active: Simplify text, Shorten text, Expand text, Correct spelling and grammar, Change tone, and Translate.

When you select a section of text, formatting tools such as bold and italics appear.

Submit

Click the "Send Reply" button or use ⌘/Ctrl+Enter; Enter only creates a new line. Your message will appear in the feed immediately. If the submission fails, the text you typed will reappear in the box and the reason for the error will be displayed.

Sending a reply does not end the conversation. When you send a reply:

• If the meeting hasn't been assigned to anyone, it will be assigned to you.
• If a call is closed or on hold, it will reopen, and "Reopened" will briefly appear in the top bar. Locked calls will not reopen.
• If the call is being conducted by BLE AI, the call is considered to have been transferred to you.

Use the status button on the top bar to close: Assign, close, and postpone calls.

What happens after I submit?

The arrow next to the "Send Reply" button offers three options: "Send and Stay on This Page" (default), "Send and Go to Next Active" (opens the next conversation in the list), and "Send and Return to View." Your selection is saved separately in this browser for chat and request-type conversations. It does not apply to notes.

Which channel is the message sent through?

In conversations from the messaging channel, when you’re in message mode, the channel button appears next to the type button and displays the name of the channel where the message will be sent. The default is the channel where the customer last wrote; your selection reverts to this default every time you return to the conversation. When you click the button, the "Send To" channel list displays the customer’s number or username in that channel and the channel’s status next to each channel:

• "Free-form text can be entered" or "Reply window open · … closes"
• On Instagram and Messenger after 24 hours: "24 hours have passed — a representative’s response may take up to 7 days"
• On WhatsApp: "The 24-hour window has closed — verified template only"
• "Closed — the business cannot send the first message on this channel; it opens when a customer messages"
• "This channel account is not linked"

If a channel is selected that does not support free-form text, the box is locked and the reason is displayed. On WhatsApp, this is the “Select Template” button; in other cases, you can select a different channel from the list above or call the customer. Note mode is always enabled. If you have a phone feature and the customer’s number is saved, you’ll also see an option to call the number in the list; your phone will ring first. “Add Channel…” allows you to add a new channel by merging it with another entry for that person.

Editing and Deleting Sent Messages

The ⋯ button that appears when you hover over a message offers the following actions: Edit (not available in customer messages), Ask the Team (moves the message to the team chat; team chat permission required), Show Original Email (for email messages), and Delete.

You can edit a message that has never been delivered to the customer on any channel. The delete option for messages is labeled “Remove from Inbox”: the message is removed only from your inbox; the customer will continue to see it in their chat. Internal notes, however, are permanently deleted.

File size limits for channels

Related articles

• Sending messages to a person through different channels
• WhatsApp Templates
• Pre-written responses
• Macros