Message Editor
Supercharge live reps with all the tools of the trade.
Last updated
Supercharge live reps with all the tools of the trade.
Last updated
In the Inbox dashboard, select a conversation to open it. Its thread of messages (texts, voice notes, or emails) will be revealed along with the message editor at the bottom.
The editor keeps all message-related tools in easy reach, from drafting and sending replies to transferring.
If not already focused, click into the message editor's text field to draft a message.
Insert additional content as required:
— insert inline canned reply (livechats only).
— insert inline email template (tickets only).
— upload attachment to livechat or email.
— insert inline emoji.
{ } — insert dynamic data variable (tickets only), e.g. the peron's name or the ticket ID.
Press Send to submit the text or email. This button will say Takeover & Send if you are not the currently assigned live rep for the conversation, and have the user permission to conduct takeovers.
With a draft in the text field, the following AI-powered modifications can be applied from the AI bar:
Fix spelling & grammar — suggests typo corrections.
Modify writing — suggests text to Shorten, Lengthen, be Smarter, or Simpler than the prior draft.
Change tone — suggests text that is more Professional, Friendly, Casual, Confident, or Formal.
Enhancement appear for consideration in a realtime popup.
Press Enter to apply or ESC to cancel.
In the AI bar, select Translate and choose the target language.
Any new or existing text (of any language) that you've drafted in the text field will be translated to the target language in realtime, displayed below your original text.
Press Send or Takeover & Send to submit the message in the translated language.
To cancel a translation and send in your original language, press the Translate button again to remove the target language.
Notes are text snippets used to detail a livechat or ticket, only visible to you and your colleagues.
To add a thread note from the message editor:
Toggle from Livechat/Ticket to Note. A yellow banner reading "You are adding an internal note" will appear as a visual cue that your are not sending an outbound message to the person.
Draft the note's content in the text field.
Press Enter or Send. The note will appear in the thread in a timestamped, yellow message bubble. It cannot be deleted.
The message editor has an alias button, allowing you to switch live rep personas in a conversation. See User Aliases for details and usage.
See Transfers & Takeovers for reassigning conversations to yourself or other live reps.
Unlike the general conversation notes managed from the livechat and panels, thread notes are written in the message editor and applied directly into the thread timeline between texts or emails. They add internal context to the conversation, e.g. an account reset, cash credit, or refund issued at that point in time.
