Reply to one message, react, copy or forward it
Quote a customer's message in your answer, react with an emoji, copy a message, or send it on to other chats.
Hover over any message in a chat and a small bar of buttons appears on its corner. On a phone or tablet, tap the message to show it. The buttons are: react (the smiley), Reply, Copy and Forward.
Reply to a particular message
When a customer has asked three things, quoting the one you are answering avoids confusion.
- Hover over their message and click the reply arrow.
- The message appears above the box at the bottom, as a quote. Click the cross on it to change your mind.
- Write your answer and send it.
The customer sees your answer with their message quoted above it, as in WhatsApp. In the inbox, click a quote to jump to the message it refers to, even if it is far up the chat.
React with an emoji
Click the smiley on a message and choose an emoji. It appears under the message, and the customer sees it too. Click your reaction under the message to take it away, or pick a different emoji to change it.
When a customer reacts to one of your messages, their emoji shows under it in the same way.
Copy a message
Click the copy button to copy the message's text, ready to paste somewhere else, such as an email or a note.
Forward a message
You can forward text, photos, videos, audio and documents to up to five other chats.
- Click Forward on the message.
- Search for the chats by name or number and click each one you want. A tick marks the chats you chose.
- Click Forward.
Each copy goes from the number of the chat it is sent to, so the usual rules apply there too: if a chat's 24-hour window has closed, the copy to it is refused and the app tells you which one. See The 24-hour window and templates.
Only chats you can already see in your inbox are offered. Messages that failed or are still sending cannot be forwarded.