Replying to customers
Everything in the composer at the bottom of a conversation.
Who can do this
- Agent
- Admin
- Owner
Send a message
Type in the box and press Enter. Shift + Enter adds a line break.
The box grows as you type, up to a limit, then scrolls.
If the composer is disabled and reads Window closed — use a template, see the 24-hour service window.
The toolbar
Above the box while the window is open:
| Button | Does |
|---|---|
| Paperclip | Attach file, opens the file picker |
| Lightning | Quick messages, your saved replies |
| Template | Send template, pick an approved template |
| Dashed bubble | Interactive message, compose buttons or a list |
The emoji button sits to the right of the box, next to Send.
Attachments
Three ways to attach:
- The paperclip button.
- Drag and drop a file onto the message area. A Drop file to attach overlay appears.
- Paste an image straight into the composer.
Supported types include images (JPEG, PNG, WebP, GIF), video (MP4, 3GPP), audio (AAC, MP4, MPEG, AMR, OGG), PDF, Word, Excel, PowerPoint, plain text and CSV. Anything else is refused with Unsupported file type.
The queued file appears as a chip above the box with its name, type and size. Add a caption by typing before you send, or remove it with the ×.
Quote a message
Hover a message and select the reply icon. A Replying to name chip appears above the composer with a snippet. Send as normal; the customer sees your message quoting theirs. The × cancels it.
Interactive messages
The dashed-bubble button opens a composer for a message with buttons or a list. The customer taps instead of typing, which is easier for them and gives you a clean answer.
A tap counts as an inbound message, so it reopens the 24-hour window. It can also start an automation; see automations.
Delivery status
Outgoing messages carry a status:
| Status | Meaning |
|---|---|
| Pending | Queued by Boldally Chat, not yet accepted by Meta |
| Sent | Meta accepted it |
| Delivered | It reached the customer's device |
| Read | The customer opened it |
| Failed | It could not be sent |
Hover the ticks to see the label. A failed message shows the reason from Meta; hover it for the detail.
Retry a failed message
Select Retry on the failed message. Retrying is safe: the same message will not be sent twice even if the first attempt actually got through.
If retries keep failing, the cause is usually the connection or billing rather than the message. See delivery troubleshooting.
Who sent what
Outgoing messages are labelled by sender:
- An agent's name for a message someone typed, or for a campaign, the person who created it.
- Automation with a bot icon for anything sent by an automation.
- Unknown where the sender cannot be determined.
Older messages
Scroll up to load more. At the very top you will see Beginning of conversation, or a note that messages older than a certain month are removed automatically on your plan. See data retention.
Related
- Quick messages
- Stop retyping the same answers.
- Assignment, status and notes
- Hand a conversation over cleanly.