Compose Box

The Compose Box allows user to draft, format, and send messages directly to customers from the conversation window. It includes text formatting options, variable insertion, attachments, and internal notes to help agents manage conversations efficiently.

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Reply Tab

Use the Reply tab to send messages to customers.

Type your message in the text field and click the Send icon to deliver the message.

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Notes Tab

Use the Notes tab to add internal notes related to the conversation.

Notes are visible only to internal team members and are not sent to customers. This helps teams collaborate and maintain conversation context.

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Message Formatting Options

The toolbar below the compose area provides multiple formatting and messaging options. To enable the option, click on the respective option. Option below goes from left to right.

Bold

Click the B icon to make selected text bold.

Example: Important Update

Italic

Click the I icon to italicize selected text.

Example: Follow-up required

Strikethrough

Use the strikethrough icon to cross out text.

Code Format

Use the code icon to format text as code or technical content.

Emoji Support

Click the emoji icon to insert emojis into messages. This helps make conversations more engaging and friendly.

AI Assist

Use the AI Assist option to generate or improve message responses quickly. It helps agents draft professional and context-aware replies.

Variables

Type “$” or use the variable option to insert dynamic variables into the message.

Examples: Customer Name, Phone Number, Order ID

Variables help personalize conversations automatically.

Saved Reply

Use Saved Replies to quickly insert frequently used responses into a conversation without typing the same message repeatedly. Saved Replies help agents respond faster, maintain consistency, and improve productivity during customer conversations.

Attachments

Click the attachment icon to upload and send files such as:

• Images
• Documents
• Videos
• PDFs

Templates

Use the template option to insert pre-approved WhatsApp templates or saved response templates into the conversation.

Character Limit

The compose box supports messages up to 4096 characters.

The character count is displayed on the top-right corner of the compose area.