Opening a conversation
Click any row in the conversation list to open it. The message thread appears in the center pane and the input bar sits at the bottom, ready to type.
Typing a reply
Click inside the input bar and start typing. Press Enter to send. If you want a line break without sending, press Shift + Enter.
If you type Japanese, Chinese or Korean through an input method, the Enter that confirms your character conversion no longer sends the message — it only finishes the word you are writing. Press Enter again to send.
Replies go out as plain text. There is no bold, italic or list formatting in the composer, so what you type is exactly what the visitor receives on every channel.
Attachments and files
Click the + button in the toolbar to attach a file. You can attach PNG, JPEG and WebP images, MP4 video and PDF documents — other file types are refused. You can also paste an image straight from your clipboard into the input bar. The visitor receives a download link or an inline preview depending on the channel.
Inserting saved replies and articles
Type / in the input bar to open the saved replies picker and insert a message template instantly. Type ? to search and link a help article, or # for a documentation page — both search what is published on this conversation's
brand public knowledge base and documentation. See
Use saved replies for full details.
Switching between public and private
The Public/Private button in the input bar controls who sees your message — it reads Public until you switch it. Public messages go to the visitor; Private notes are visible only to your team. The button keeps its setting until you change it. See Private notes for more.
Email conversations
If the conversation came in via email, your reply is sent as an email from your configured sender address. The reply-to threading is automatic — the visitor's next reply comes back into the same conversation. The chat header shows an Email badge when this mode is active.
What's next
If this conversation needs to be handled by a different teammate, see Assign a conversation to a teammate.