Compose and send messages

The message composers adapts according to the selected contact’s channel. Review the channel and any selected reply or email thread before sending.

Write and send a message

1. Open the conversation.

2. Select the composer or press R.

3. Enter and review your message.

4. Press Enter or select Send.

• Press Shift + Enter to insert a new line.

• Press Escape to remove focus from the composer.

If any text entered is left unsent, drafts will be kept until the page is refreshed/reloaded. You can switch conversations and return without losing the draft.

Compare channel capabilities

Reply to an Instagram message

Message-level actions appear when you hover over an eligible Instagram message. Deleted messages, comment messages, activity entries, and unsupported channels do not show the normal reply control.

1. Hover over the message.

2. Select the reply control.

3. Confirm the correct message appears above the composer.

4. Enter your response or select a supported attachment.

5. Send the reply.

Select the close button in the reply preview to cancel it. The preview will show the original text, an image thumbnail, or an icon for video and audio.

The reply can fail sometimes if the original message is unavailable. Cancel the reply and send a normal message in that case.

For AI-assisted questions and message-specific reply suggestions, see Copilot in the Inbox.

Add or remove a heart reaction

Hover over a received Instagram message and select the heart. Select the filled heart again to remove your reaction. Reactions from the contact also appear beneath the corresponding message.

Only heart reactions are supported for Instagram. Other reactions can still appear when they arrive for either the sent or received messages.

Emojis and Saved replies

Select the Emoji button to add an emoji to the message composer.

Select Saved Replies or press Alt + S (Option+ S on macOS) to add/use reusable messages.

You can review and edit inserted text before sending.

See Create and use saved replies for shortcuts and personalization.

Insert a personal link

The personal-link control appears for an Instagram conversation when the contact has an Instagram username and the conversation owner has a personal link saved in Team Members.

Selecting the control replaces the current draft with the owner's link and adds the contact's username as an IG query parameter. Copy any draft text you want to keep before selecting it, then review the complete URL before sending.

Administrators can configure these URLs under Set a personal link.

Send an attachment

On a supported Instagram conversation:

1. Select paperclip icon in the message composer.

2. Choose one supported file.

3. Review its preview or filename.

4. Click on Send.

A selected Instagram message can also be included as the attachment’s reply context.

Audio message

Select mic or press Alt + R.

1. Allow microphone access when the browser asks.

2. Record for at least two seconds and no more than three minutes.

3. Stop and preview the recording.

4. Send, retry, or discard it.

Convert text to speech

Text-to-speech is available for Instagram conversations. An administrator must first configure the ElevenLabs integration.

1. Enter the text you want spoken.

2. Select the text-to-speech control.

3. Wait for audio generation.

4. Preview the result.

5. Send or discard it.

Reply by email or Merged channel

• For an email contact, expand a thread and select Reply to thread before using the composer. The composer stays disabled until a thread is selected.

• For a merged contact, use the selector beside Send:

  • Choose SMS to send a normal text message.

  • Choose Email and select an email thread before replying.

Understand messaging windows

The following windows apply to Instagram and Facebook.

Direct Message limitations

The standard response window lasts 24 hours from the contact's most recent incoming direct message. Manual human support can continue for up to seven days when it is used to address the contact's request. Do not use the extended period for automated, promotional, or unrelated messages.

Comments use separate public and private reply rules. See Handle Comments for comment actions, limits, and follow-up behavior.