> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apyconnect.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat tools

> Everything you can do inside a conversation: send, organize and resolve.

Inside a conversation you have a set of tools to respond better and faster. Here they all are.

## Sending

<CardGroup cols={2}>
  <Card title="Text and emojis" icon="keyboard">
    Type your reply and add emojis.
  </Card>

  <Card title="Files and media" icon="paperclip">
    Send images, videos, voice notes and documents.
  </Card>

  <Card title="Quick replies" icon="bolt">
    Insert a saved message with a shortcut. See [Quick replies and macros](/en/ajustes/respuestas-macros).
  </Card>

  <Card title="WhatsApp templates" icon="whatsapp">
    To start or reopen outside the 24-hour window. See [Templates](/en/guias/plantillas-whatsapp).
  </Card>

  <Card title="Quote a message" icon="reply">
    Reply to a specific message in the thread to give context.
  </Card>

  <Card title="React" icon="face-smile">
    React to a message with an emoji.
  </Card>
</CardGroup>

<Info>
  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.
</Info>

## Organizing while you handle

<CardGroup cols={2}>
  <Card title="Internal notes" icon="note-sticky">
    Leave notes that only your team sees (not the customer).
  </Card>

  <Card title="@Mentions" icon="at">
    Alert a teammate inside a note so they can help.
  </Card>

  <Card title="Tag the contact" icon="tags">
    Classify them (for example, “VIP”) without leaving the chat.
  </Card>

  <Card title="Contact profile" icon="id-card">
    To the side you see who they are, their channels and their history. See [Contacts](/en/crm/contactos).
  </Card>
</CardGroup>

## With Mia's help

Ask **Mia** to draft a reply or to summarize the conversation for you. You review it before sending. See [Mia](/en/ia/mia).

## Marking the status

<CardGroup cols={2}>
  <Card title="Awaiting reply" icon="hourglass-half">
    Mark it when the ball is in the customer's court, to distinguish what's waiting on you.
  </Card>

  <Card title="Handling time" icon="timer">
    See how long you've been on the conversation since you accepted it.
  </Card>
</CardGroup>

## Moving or closing

<CardGroup cols={2}>
  <Card title="Transfer" icon="share">
    Pass it to another queue or another agent. See [Routing](/en/guias/enrutamiento).
  </Card>

  <Card title="Close" icon="circle-check">
    When you're done, close the conversation and, if applicable, choose the wrap-up code. See [Wrap-up codes](/en/ajustes/wrapups).
  </Card>
</CardGroup>

<Note>
  Just starting out? Before this, learn how to [receive and accept conversations](/en/guias/aceptar-conversaciones).
</Note>