Sending
Text and emojis
Type your reply and add emojis.
Files and media
Send images, videos, voice notes and documents.
Quick replies
Insert a saved message with a shortcut. See Quick replies and macros.
WhatsApp templates
To start or reopen outside the 24-hour window. See Templates.
Quote a message
Reply to a specific message in the thread to give context.
React
React to a message with an emoji.
Some channels have special sends. On WhatsApp, for example, you can send messages with buttons or lists, your location, a contact card or products from your catalog. The available options adapt to the conversation’s channel.
Organizing while you handle
Internal notes
Leave notes that only your team sees (not the customer).
@Mentions
Alert a teammate inside a note so they can help.
Tag the contact
Classify them (for example, “VIP”) without leaving the chat.
Contact profile
To the side you see who they are, their channels and their history. See Contacts.
With Mia’s help
Ask Mia to draft a reply or to summarize the conversation for you. You review it before sending. See Mia.Marking the status
Awaiting reply
Mark it when the ball is in the customer’s court, to distinguish what’s waiting on you.
Handling time
See how long you’ve been on the conversation since you accepted it.
Moving or closing
Transfer
Pass it to another queue or another agent. See Routing.
Close
When you’re done, close the conversation and, if applicable, choose the wrap-up code. See Wrap-up codes.
Just starting out? Before this, learn how to receive and accept conversations.