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Replying and using quick replies

Text, media, audio, quoting and the shortcuts that save half the typing.

3 min de vídeo 10 imagens Painel do atendente
Aula gravada na plataforma real. O cursor, as legendas e o destaque existem só no vídeo.

Replying is what you do most in a day. It pays to know the shortcuts: they save half the typing and avoid the mistakes the customer notices.

Open conversation
The open conversation.
Compose box
Attachments on the left, send on the right.
Message written
Enter sends; Shift + Enter breaks the line.

Quick replies

Edit before you sendA quick reply lands in the box as a draft. Swapping Hello! for Hello, Juliana! takes a second and changes the tone completely — the customer does not feel they got a text off a shelf.

Quick replies belong to the account, not to you. When the administrator fixes a text, it changes for the whole team — which is why it is worth flagging an out-of-date text instead of typing around it.

Media and audio

Attachments
Image, video, document and audio.
Attachment menu
The attachment menu.
Microphone
Record audio straight from the panel.
Audio does not always helpA customer at work, on the bus or in a meeting cannot listen. For instructions with a number, an address or a code, text always goes further — it can be copied.

Quoting and reacting

Message actions
The actions appear when you hover over the message.
Emoji
Emoji and reaction.
Final screen
The conversation with everything within reach.
Quote when the conversation has branchedIf the customer sent three questions in a row and you answer the second one, quoting makes clear which one you answered. Without the quote, they reply thinking you meant the first.