Multifunctional Chat Window

Beyond basic messaging, the chat window provides powerful features that help agents work more efficiently. This article covers all available functions.

Actions on Individual Messages

Hover over any message to see the action menu:

Customer Messages

• Reply (quote) – reply directly to that message
• Translate – to the agent's language
• Detect language – identify the message language
• Recall (if supported by the channel)
• Smart reply suggestion (AI)
• Add internal note – not visible to the customer
• @Mention a team member – tag a colleague in the conversation

Agent Messages

• Recall – delete a sent message
• Quote – reuse the content
• Add to templates – save a good response to the library
• Translate – to another language

Sending Other Content Types

• Photos and videos
• File attachments (PDF, Word, Excel…)
• Product recommendations – for stores with e-commerce integrations
• Email – send email directly from the chat interface
• Contact card – share a contact's phone number

Invite Customer to Leave a Review

After a conversation ends, click "Invite Review" in the toolbar. The customer receives an invitation through the same channel.

💡 Review results are stored under Reports → Customer Reviews, helping managers monitor per-agent service quality.

Message Tags for Facebook Messenger

Once the 7-day Messenger window has passed, select the correct Message Tag to continue sending:

• Event confirmation / confirmed order update
• Post-purchase update (support, returns)
• Account update (account information changes)

Choose the tag that matches your message to avoid violating Facebook's policies.

Search Message History

Click the Search icon in the chat window to search by text, image, video, or file attachment.