> 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

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).

| 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.                        |

***

## 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 %}

***

## 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 %}