How do I read and reply to a conversation?
Open a conversation from your inbox list, type your reply, and send it. Switch to a note if the message is only for your team.
Your inbox is a two-column view: a list of conversations on the left, and the open conversation on the right. On a phone, the list and the open conversation are two separate full-screen views, tap a conversation to open it and use the back button to return to the list.
Open and read a conversation
- Click a conversation in the list. Its messages load on the right, newest at the bottom.
- Scroll up to see older messages. If there are more further back, a Load older button appears above the earliest loaded message.
- Attachments, delivery status and channel icons appear inline with each message.
Reply
- Click into the box at the bottom of the conversation. It defaults to Reply mode.
- Type your message.
- Press Send, or use the send button. Your message appears in the thread right away and goes out over the same channel the conversation came in on, text conversations get a text back, chat conversations get a chat reply.
Leave a note instead
Sometimes you want to leave something for a teammate without the customer seeing it.
- Click Note next to the Reply toggle above the message box.
- Type your note. While Note mode is on, you will see "Internal only. Not sent to the customer." above the box, as a reminder.
- Press Send. The note appears in the thread with a different color so your team can tell it apart from a real reply, but the customer never receives it.
Inside a note, typing @ opens a list of your teammates, pick one to mention them and they will be notified.
Attachments
Click the paperclip icon to attach a file to your reply. It uploads and sends along with your message.
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The other guides people read alongside this one.
- How do I give a conversation to someone else?
Use the assignee control in the conversation header to hand it to a teammate, take it yourself, or hand it back to the AI.
- How do I snooze, resolve or reopen a conversation?
Resolve when you are done, snooze when you need to come back later, and either way it reopens by itself the moment the customer replies.
- How do I filter my inbox, and save the filters I use most?
Filter by channel, assignee, team or unread, then save the combination as a view you can jump back to in one click.
- How do I label conversations to keep them organized?
Add one or more labels to a conversation from its header, picking from your saved labels or typing a new one.
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