> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/inbox/message-editor.md).

# 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

{% tabs %}
{% tab title="Reply" %}

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](/docs/modules/inbox/transfers-and-takeovers.md).

{% hint style="info" %}
If your workspace has used its available [interactions](/docs/getting-started/interactions.md#monthly-allotment) for the billing period, **Send** (or **Takeover & send**) fails with an error explaining why, instead of sending.
{% endhint %}

| Conversation type | How the reply is delivered                 |
| ----------------- | ------------------------------------------ |
| Livechat          | Text message in the person's messaging app |
| Ticket            | Email into the ongoing thread              |
| {% endtab %}      |                                            |

{% tab title="Internal note" %}
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.
{% endtab %}
{% endtabs %}

***

## 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.

{% hint style="info" %}
CC is only available on tickets (email threads), not livechats. CC'd recipients are included on that message and subsequent replies in the thread.
{% endhint %}

***

## 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.                        |

{% hint style="warning" %}
**Translate** is blocked once your workspace has used its available [interactions](/docs/getting-started/interactions.md#topping-up) for the billing period.
{% endhint %}

***

## 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.

{% hint style="warning" %}
Always review and edit copilot-generated replies before sending.
{% endhint %}

{% hint style="warning" %}
**What should I reply?** is blocked once your workspace has used its available [interactions](/docs/getting-started/interactions.md#topping-up) for the billing period.
{% endhint %}

***

## 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](/docs/modules/inbox/transfers-and-takeovers.md) for full details.

***

## Related

{% content-ref url="/pages/uv13kzt9HmAPCK2fDyRc" %}
[Inbox](/docs/modules/inbox.md)
{% endcontent-ref %}

{% content-ref url="/pages/Run0UFmE9iL6jondETif" %}
[Transfers and takeovers](/docs/modules/inbox/transfers-and-takeovers.md)
{% endcontent-ref %}