Reply or note
The box at the bottom of a conversation has two modes:
- Reply: the customer sees it, on the channel they wrote on.
- Private note: only your team sees it. Use notes to explain what you checked, to ask a colleague, or to leave a hand-over.
Press Enter to send. Press Shift + Enter for a new line. Send and resolve, in the send button’s menu, sends your reply and resolves the conversation in one step.
Mention a colleague
In a private note, type @ and pick a person or a team. They get a notification and the conversation appears in their Mentions.
Files and voice notes
- Choose the paperclip to attach a photo, document or video, or drag it into the box.
- Choose the microphone to record a voice note. Customers on WhatsApp receive it as a normal voice note. While you record, the customer sees “typing…”.
What a channel accepts depends on the channel. WhatsApp and the website chat take photos, documents, audio and video. SMS takes text only.
Saved replies
Type / followed by a few letters of a saved reply’s code, for example /refund, and pick it from the list. It fills the box for you to check and send. See Canned responses and macros.
Texa AI’s writing help
Under the reply box there’s a row of Texa AI actions:
- Suggest a reply: Texa AI drafts an answer from the conversation and your approved knowledge.
- Summarize the conversation: a short summary for you, in a private note.
- Improve reply: tidies what you wrote. Select part of it to improve only that part.
- Change tone: professional, casual, straightforward, confident or friendly.
- Fix grammar & spelling.
- Ask Texa AI: opens a chat with Texa AI about this conversation. See Texa AI in a conversation.
Actions that need a draft stay greyed out until you’ve written something. Each result shows as a preview: choose Accept to use it or Discard to keep your own words. Nothing goes to the customer until you send it.
What Texa AI read for you
When a customer sends a voice note, photo, document or video, Texa AI reads it. You’ll see Read by Texa AI under it, with a transcript for audio, and What it shows for a receipt or a screenshot. That line is marked “the customer’s claim, not checked”: treat it as what the customer showed, not as proof. Only your team sees this.
The reply window
Some channels limit when a business may reply. On WhatsApp, after 24 hours without a message from the customer, you can only send an approved template. The reply box tells you when this applies. See WhatsApp templates.
Your signature
Set a Personal message signature in your profile: choose your picture at the bottom of the menu, then Profile settings. It’s added to the end of every message you send. A picture in it shows in live chat, email and API inboxes.