Replying to Conversations

The composer at the bottom of every conversation is where you reply to customers in Resool. You write once and Resool sends the message on the contact's channel, whether that's WhatsApp, Instagram, Messenger, email, website chat, SMS or another connected channel. Besides text you can add emoji, files, voice notes, screen recordings, forms, saved snippets and contact variables, and you can switch to an internal note at any time.

#Before you begin

• Your role needs permission to reply. Viewers can read conversations but don't see the composer.
• Some channels only allow replies for a set time after the contact's last message. When that time has passed, the composer changes. See Messaging Windows and Templates.
• You can't reply to a blocked contact until you unblock them.

#How to send a reply

1. Open the conversation.
2. Check the line at the top of the composer, for example WhatsApp Business - to: 2010…. It shows the channel and the address your reply goes to.
3. Type your message. Press Enter to send, or Shift+Enter for a new line.

You can also press R anywhere in the Inbox to jump to the reply box.

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Inbox › open a WhatsApp conversation

The composer with the channel line "WhatsApp Business - to: …", a typed reply, the AI Assist button at the top right, and the toolbar: AI Prompts, Emoji, Record a voice note, Attach files, Snippets, Variables, Send message template and the Send button. Below it, the Add comment button.

File: screenshots/replying-to-conversations-composer.png

#Change the channel your reply goes out on

If the contact can be reached on more than one connected channel, click the channel line and pick another channel. Replies in this conversation go out on the channel you choose. When the contact writes from a different channel, Resool switches automatically and shows Conversation continued on the new channel.

#How to use shortcuts in the reply box

Type one of these characters in the reply box to open a picker:

Use the arrow keys to move through the list and Enter or Tab to insert. If the contact has no value for a variable, Resool tells you instead of inserting an empty value.

#How to add files, voice notes and more

Use the toolbar under the message:

• Emoji: pick an emoji.
• Record a voice note: record from your microphone, then click Stop and attach, or Discard recording. Your browser asks for microphone access the first time.
• Attach files:
  • Select file from device. You can also drag files onto the composer. Up to 10 files are added at a time.
  • From Google Drive, when Google Drive is connected in Settings › Apps.
  • Insert a recording, to add a link to one of your screen recordings. See Screen Recordings.
  • Send a form, to send a personal link to one of your forms. The answers are saved on the contact. See Forms.
• Snippets: browse and insert saved replies.
• Variables: pick a contact variable.
• Send message template: on WhatsApp and Messenger, choose an approved template.

When some apps are connected, extra buttons appear: Share booking link (Calendly, Cal.com or Acuity), Create Square payment link, Create Zoom meeting, Create Webex meeting, Send a Vimeo video and Send a YouTube video. They put a link into your reply.

#How to reply to email conversations

Email replies have a few extra fields:

• Subject: keep the thread's subject or change it. Clear subject empties it.
• Add CC and Add BCC: add more recipients.
• A formatting toolbar: font, Text size, Text color, Bold, Italic, Underline, Strikethrough, Lists, Alignment and Link.
• Reply all on a received email, to answer everyone on it.

In email replies Enter starts a new line. Press Ctrl+Enter (⌘+Enter on Mac) to send.

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Inbox › open an email conversation

The email composer with the Subject field, CC field with one address, the formatting toolbar (font, text size, colour, bold, italic, underline, lists, alignment, link) and a formatted reply.

File: screenshots/replying-to-conversations-email.png

#How to act on a single message

Hover over a message to see its actions:

• Reply: quote the message in your reply. A bar shows Replying to the contact; click Cancel reply to remove it.
• React: add an emoji reaction to the customer's message. Click your reaction again to remove it.
• Copy and Copy link to message.
• Translate: show a translation of the message in your Resool language.
• Reply with AI: let AI draft an answer to this customer message. See AI Assist in the Inbox.

#How to check that a message was delivered

Each message you send shows its status: Sending, Sent, Delivered, Read or Failed. Hover over the status to see when it was sent. Some channels don't report every status.

#Notes and limitations

• Your unsent reply is kept when you switch to another conversation in the same browser tab.
• Messages sent by workflows, broadcasts and AI agents appear in the conversation with a label, so you can tell them apart from your team's replies.
• Comments on Facebook and Instagram posts have their own reply options. See Facebook and Instagram Comments.

#FAQ and troubleshooting

#Why did my message fail?

The channel rejected it. Common reasons are an expired messaging window, a disconnected channel or a file type the channel doesn't accept.

What you can do:

• Check the channel's status in Settings › Channels.
• If the window has closed, send a template instead. See Messaging Windows and Templates.
• Try sending the file in another format.

#The voice note button says the microphone is blocked. What do I do?

Allow the microphone from the lock icon in your browser's address bar, then try again.

#Can the customer see my internal notes?

No. Notes are only visible to your team. Click Add comment to switch to a note. See Internal Notes and Mentions.

#Why can't I see the From Google Drive option?

Google Drive has to be connected and you need to grant Drive access in Settings › Apps › Google Drive.

#What's next?

• Messaging Windows and Templates
• Snippets
• Internal Notes and Mentions
• AI Assist in the Inbox