Replying to a customer yourself
Write in the reply box after taking over; when each channel lets you reply.
Updated
After Take over, the reply box appears at the bottom of the chat. Type your reply and press Send reply, or Ctrl+Enter (⌘+Enter on a Mac). A reply can be up to 4,000 characters. On WhatsApp and Messenger you can also send a photo, a PDF or a voice note, and on Instagram a photo or a voice note (see Sending photos, PDFs and voice notes). Replying from the Inbox needs a plan or a live free trial (see When your trial or plan has ended).
Each channel's own rules decide how long after the customer's last message you can reply:
| Channel | You can reply |
|---|---|
| Within 24 hours of the customer's last message. After that, only an approved template (see Sending a WhatsApp template after 24 hours) | |
| Instagram and Messenger | Within 24 hours of the customer's last message |
| Website chat | At any time; the visitor sees it when they come back (see Website chats in the Inbox) |
Each new message from the customer starts the 24 hours again. The bar at the top of the chat shows how long is left.
After 24 hours, Send reply, the paperclip and Voice note explain instead of sending, and what you typed stays in the box. On WhatsApp the explanation offers Send a template, and the reply box shows Send a template too. On Messenger and Instagram nothing can be sent until the customer writes again: they have no templates.
Your reply appears on your side with your name under it, in a different colour from your agent's. While it's on its way it shows "Sending…".