Inbox
Replies and Notes
Reply from the Inbox, write private notes, send files, and check message delivery.
Use the composer below a conversation to reply to the customer or record an internal note. Read the latest messages and details panel first; forms and action results in the history can also help explain the request.
Reply or Personal Note
| Mode | Destination |
|---|---|
| Reply | Sent to the customer through the conversation's channel |
| Personal Note | Available only to your team in the Inbox |
Use Personal Note for investigation results, colleague coordination, or remaining work. It is not sent to the customer. The current Inbox does not include teammate @mentions or a mentions inbox.
Send a reply
Open a conversation that supports replies
Open its latest thread. If it is closed, select Reopen Conversation first.
Prepare the text
Select Reply. Write your message or type / to insert a canned response. Check the text and customer details before sending.
Send and inspect the result
Select Send or press Enter. Use Shift + Enter for a new line. The status beside the message shows its sending progress.
A public operator reply pauses the bot in that thread. Use Conversation assignment to set a specific assignee.
Files and voice messages
Select the attachment control, choose a file, and wait for uploading to finish. Remove it before sending or retry a failed upload. The current interface accepts one attachment per message. Files and voice messages are for public replies; private notes currently contain text only.
To send a voice message, select the microphone and grant browser microphone access. After stopping the recording, play it, discard it, or send it. If recording fails, check browser permissions and the device microphone.
Supported types and sizes depend on the channel. Instagram accepts JPEG/PNG images up to 8 MB and other supported media up to 25 MB. PDF, audio, and video must use a format supported by that channel. Resolve selection or upload errors before sending.
Sending status
| Status | Meaning |
|---|---|
| Sending or Waiting to send | The message is still being sent |
| Sent | Sending was accepted; this does not necessarily mean it was read |
| Delivered | The channel confirmed delivery |
| Read | The channel reported that it was read |
| Partially sent | Part of the message was sent; inspect the complete result |
| Sending failed | An error occurred; retry is available when offered |
| Sending could not be confirmed | The result is uncertain; check conversation history first |
Channels do not all provide the same delivery and read receipts. A missing Read status alone does not mean a message failed to arrive.
Edit a message
When Edit message is available beside an operator message, select it, change the text, and select Edit. Availability depends on the message, channel, and sending state. Editing text does not replace attachments.
WhatsApp messages can be edited within 15 minutes after sending. If the window expires or the message's state changes, an error appears and your draft remains available for review. Press Esc to leave editing mode.
Forms, contact details, and actions
Recorded names, email addresses, and phone numbers appear in the contact details. Review additional form answers through conversation events and Reports → Form submissions. To define new questions, create a custom form; the Inbox does not have a ticket custom-field definition page.
Inspect results from actions such as WooCommerce Order Tracking in the same history. An action result is distinct from a dedicated store orders panel beside the conversation.
Troubleshooting
Check whether the conversation is closed, you have Manage Inbox permission, the channel is read-only, and you are opening the latest thread. Inbox sending is not enabled for the API channel.
Public replies depend on the 24-hour window after a customer message. A new customer message reopens that window. Private notes remain available while it is closed.
Uploading must finish first. Check file type or size errors, remove a failed file, or retry uploading. Personal Note mode does not send files.