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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Message editor

Supercharge live agents with all the tools of the trade.

The message editor sits at the bottom of every open conversation. It handles replies, internal notes, AI enhancements, and transfers.

Compose a message

  1. Ensure the reply icon is selected in the editor (not the note icon).

  2. Type your message in the Type a message field.

  3. Press Send.

If you are not the current assignee, the button reads Takeover & send — pressing it makes you the assignee and sends the message in one step. See Transfers and takeovers.

Conversation type
How the reply is delivered

Livechat

Text message in the person's messaging app

Ticket

Email into the ongoing thread

Internal notes are visible only to live agents — never sent to the person.

  1. Select the note icon in the editor. A banner reads "You are writing an internal note."

  2. Type in the Type your note field.

  3. Press Send.

To return to replying, select the reply icon.

CC additional recipients

On ticket replies, you can copy additional email addresses so they receive the outgoing message alongside the person.

  1. With a ticket open, select + Add next to CC above the message body.

  2. Enter one or more email addresses.

  3. Compose your reply and press Send or Takeover & send — every CC'd address receives the email.

CC is only available on tickets (email threads), not livechats. CC'd recipients are included on that message and subsequent replies in the thread.

AI tools

With text in the reply field, use the AI tools in the editor toolbar:

Tool
What it does

Enhance

Rewrites the draft. Options: Shorten, Lengthen, Formal, or Casual.

Translate

Translates the draft into another language.

Inbox copilot

Inbox copilot can draft a reply based on the conversation context.

  1. Open the Inbox copilot tab in the right-side panel.

  2. Select What should I reply?

  3. Review the suggested reply.

  4. Select Accept to place it in the editor, or Deny to discard it.

Always review and edit copilot-generated replies before sending.

Attachments and emojis

In the expanded editor toolbar, use the Attachment icon to embed a file or the Emoji icon to add an emoji to the message.

Transfer

In the editor toolbar, select the transfer icon to Assign to live agent or Assign teams.

See Transfers and takeovers for full details.

Related

InboxTransfers and takeovers
PreviousFind and view conversationsNextTransfers and takeovers

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