Reply to a visitor
Write and send a reply, add a new line, use a saved reply, and see what a visitor is typing before they send it.
Your reply goes straight to the chat window on your website. If the visitor has left the page, it is waiting in the chat when they come back.
Send a reply
- Open the conversation in the Inbox.
- Make sure Reply is chosen above the box at the bottom.
- Type your message and press Enter, or click Send.
Press Shift+Enter for a new line without sending.
The first person to reply to an unassigned conversation takes it: it is assigned to them from then on. See Assign, close and reopen chats.
Use a saved reply
Type / at the start of the box, or click the lightning button at its left, and pick one of your team's saved replies. Its text drops into the box, ready to change before you send. See Saved replies.
See what the visitor is typing
While a visitor types, you see … is typing under their last message. If their website allows it, you also see the words themselves, pale with a dashed outline and marked not sent yet, so you can start thinking about your answer early.
What they type is shown live and never saved: if they delete it, it is gone. Each website decides this with Show agents what a visitor is typing; see Change how the chat looks and greets visitors.