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Conversations

How to reply to a conversation and choose the sending channel

Open the conversation in Conversations, pick the channel in the composer's channel selector (SMS, email, WhatsApp, Facebook, Instagram, website chat or internal comment), type your message and click send. For SMS you can also choose the sending number (From) and the contact's number (To).

Updated on

Before you start

  • The channel you want to use must be connected to your account (phone number, email, WhatsApp, Facebook, Instagram or website chat).
  • The contact needs details for that channel: for example, to send an email they need an email address on their record.
  • To choose the number that sends an SMS, the number must belong to your account and be able to send SMS.
Where to find it

Conversations › conversation › composer › channel selector

Step by step

Reply to a message

  1. Open Conversations and click the customer's conversation.
  2. At the bottom, in the composer, open the channel selector and choose how to reply (SMS, email, WhatsApp, Facebook, Instagram, website chat…). The last channel you picked in that conversation is remembered.
  3. Write your message. You can format text, attach files with the attachment icon, or paste an image directly with Ctrl + V (Cmd + V on Mac).
  4. For long emails, open the full-screen composer (Ctrl + Shift + E). When replying to an email, the composer opens right below the email you're answering.
  5. Click the send icon on the right or press Ctrl + Enter. The message goes out through the selected channel.

Choose the numbers for an SMS

  1. In the composer, choose the SMS channel.
  2. In the From field, open the list and pick the business number that should send the message.
  3. In the To field, if the contact has several numbers, pick the one you want to text.
  4. Double-check both numbers, write your message and send it.
  5. If you don't pick a From number, the system uses, in this order: the number assigned to your user, the number already used in this conversation, and finally the account's default number.

Leave an internal note for the team

  1. In the channel selector, choose Internal Comment.
  2. Type your note. To notify a teammate, type @ and pick their name.
  3. Click Send. The note stays in the thread and only your team can see it.

Check which number sent an SMS

  1. In the thread, hover over the message.
  2. Click the three dots (⋮) and choose Details.
  3. Check the number that sent the message.

Tips

  • If you add the contact's email in the right panel, the email channel shows up in the composer right away, no page refresh needed.
  • Internal comment drafts are saved even if you switch channels or conversations.
  • For messages you send often, use snippets (saved replies).

Common problems

  • Email doesn't show up as a channel → The contact has no email on their record. Add it in the right panel and the channel appears immediately.
  • The SMS went out from an old number → The conversation is tied to that number. Pick the right number in the From field before sending.
  • I can't choose a number in the From field → The number must belong to your account and support SMS. Non-admin users only see the numbers available to them; talk to your admin.
  • The message went to the wrong customer number → Open the To field and pick the correct number. If you don't choose, the number marked as primary on the contact record is used.
  • I made a mistake in an internal comment → Internal comments can't be edited or deleted. Post a new comment with the correction.

Frequently asked questions

Can internal comments include attachments?

No. Internal comments are text only.

Does picking a number manually bypass SMS rules?

No. The chosen number is still subject to registration, consent and do-not-contact requirements.

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