Sending Messages
Learn how to send different message types, understand message statuses, and handle platform-specific features.
Message Input
When you're the chat handler, you have access to the full message input area at the bottom of the conversation.
Text Messages
- Type in the text box
- Press Enter to send (or Shift+Enter for a new line)
- Use the emoji picker button to add emojis
Voice Notes
Record and send voice messages directly in the chat.
How to Record
- Click the microphone icon (appears when text box is empty)
- Recording starts — you'll see a waveform visualization
- Controls during recording:
- Pause/Resume — Pause your recording
- Stop — Finish recording
- Cancel — Discard the recording
- Preview your recording before sending
- Click Send to deliver the voice note
Attachments
Send images, videos, documents, and other files.
How to Attach Files
- Click the attachment icon (paperclip)
- Select files from your device
- Preview appears above the input box
- You can remove files before sending
- Click Send to deliver
Supported File Types
| Type | Formats |
|---|---|
| Images | JPG, PNG, GIF, WebP |
| Videos | MP4, MOV, AVI |
| Documents | PDF, DOCX, XLSX, PPTX |
| Audio | MP3, WAV, OGG |
File size limits vary by platform. See WhatsApp Features and Instagram Features for specific limits.
Reply-To (Quoting Messages)
Quote a specific message to provide context in your reply.
How to Use
- Hover over any message in the conversation
- Click the reply arrow icon that appears
- A preview of the quoted message appears above your input
- Type your response
- Send — your message will show the quoted message above it
Platform Support
| Platform | Reply-To Support |
|---|---|
| Supported | |
| Web Chat | Supported |
| Playground | Supported |
| Not Supported |
Instagram's API doesn't support quoting messages like WhatsApp does. Customers on Instagram will receive your message without the quoted context.
Message Statuses
Every message you send has a status indicator shown at the bottom-right of your message.
| Icon | Status | Meaning |
|---|---|---|
| Clock | Pending | Message is being sent |
| Single gray checkmark | Stored | Message saved to system |
| Double gray checkmarks | Sent/Delivered | Message reached the platform |
| Double blue checkmarks | Read | Customer has seen the message |
| Red alert | Failed | Message could not be delivered |
If a Message Fails
- Check your internet connection
- Verify the customer's contact is valid
- For WhatsApp/Instagram, check if the session has expired
Session Expiration
WhatsApp and Instagram have a 24-hour messaging window. You can only send messages freely within 24 hours of the customer's last message.
What Happens When Session Expires
- Instead of the text input, you'll see a "Session Expired" notice
- You cannot send regular messages
Re-engaging on WhatsApp
When the session expires on WhatsApp, you can send Template Messages:
- Click "Send Template Message"
- Choose from your pre-approved WhatsApp Business templates
- Fill in any required variables
- Send the template
Template messages must be pre-approved by WhatsApp/Meta. See WhatsApp Features > Template Messages for details.
Re-engaging on Instagram
- You must wait for the customer to message you first
- No template message option is available on Instagram
- Consider reaching out through other channels if urgent
See 24-Hour Messaging Window for more information.
Platform Comparison
Not all features work the same across platforms.
| Feature | Web Chat | Playground | ||
|---|---|---|---|---|
| Text messages | Yes | Yes | Yes | Yes |
| Voice notes | Yes | Yes | Yes | Yes |
| Images/Videos | Yes | Yes | Yes | Yes |
| Documents | Yes | Yes | Yes | Yes |
| Reply-to (quoting) | Yes | No | Yes | Yes |
| 24-hour session | Yes | Yes | No | No |
| Template messages | Yes | No | N/A | N/A |
Quick Reference
| Action | How |
|---|---|
| Send text | Type → Enter |
| New line | Shift + Enter |
| Send voice note | Click mic → record → send |
| Attach files | Click paperclip → select files → send |
| Reply to message | Hover message → click reply arrow → type → send |
| Send template | (WhatsApp only) Session expired → Send Template Message |
Tips
- Check message status — If messages fail, investigate before the customer waits too long
- Be aware of session windows on WhatsApp/Instagram — respond within 24 hours
- Use Reply-To (where supported) to make conversations clearer
- Preview attachments before sending to ensure you're sharing the right file
- Keep voice notes concise — long recordings can be hard for customers to follow
Next Steps
- Chat Actions — Taking over, transferring, and resolving chats
- WhatsApp Features — Platform-specific capabilities
- Instagram Features — Platform-specific capabilities