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Last updated
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Select the assigned conversation you'd like to respond to.
Start typing in the 'Reply' field. If you prefer to type in a larger window, select the square button located at the top right of the box.
Once complete, select the 'Send' button or hit the 'Enter' key to send your message.
Don't forget about using keyboard shortcuts to help quickly send out a reply!
Shift+Enter: Start typing in a new line
/: Canned Response option window appears
Alt+P: Switch to Private Note
Alt+L: Switch to Reply editor
There are a few options for agents to personalize and enrich messages:
Emojis enhance chat conversations by providing tone and emotion, making digital communication feel more personal and engaging.
To add an emoji, click the emoji icon and select an image.
Agents can create their own signature in the Profile Setup section. Learn more here: