Reply to conversations
Everything you do in a conversation happens from the composer at the bottom of the thread and the actions in the header.
Replies and internal notes
The composer has two modes, switched with the chip next to the text field:
- Reply sends a message to the customer. They see it in the widget, and if they have an email address on file, they get it by email too.
- Internal note is only visible to your team. Notes never reach the customer.
Type / in the composer to open slash commands. They cover switching between
reply and note, resolving, reopening, archiving, marking spam, snoozing, and
setting reminders, all without leaving the keyboard.
Resolve and reopen
When a conversation is done, select Resolve in the thread header. Resolving is a label, not a lock: the composer keeps working, and if the customer replies, the conversation reopens on its own.
To bring a resolved conversation back yourself, click the
Resolved button in the header, or use Reopen from the conversation's row menu or the slash commands.
Archive and spam
The More actions menu in the header has
Archive and Mark as spam. Both move the conversation out of the inbox and lock the composer. Restore with Unarchive or Not spam if you change your mind.
Snooze and reminders
These sound similar but solve different problems:
- Snooze is shared. It hides an open conversation from the inbox until a deadline, then brings it back. Use it when nothing can happen until later.
- Remind me is personal. Only you see the reminder, and when it comes due, the conversation appears in your Queue, even if it was resolved. Use it for your own follow-ups.
Both offer quick presets like tomorrow morning or next week, and both are available as slash commands.