Messages and rich content
Exchange text and supported rich content while keeping public messages separate from internal discussion.
What it is
INSIDE conversations contain text and supported rich content, such as images, files and product cards. Messages show who sent them and when. Internal comments let staff discuss the conversation without sending that discussion to the visitor.
Who uses it and why
- Operators compose replies and review what the visitor has sent.
- Visitors exchange messages and respond to supported choices or forms.
- Developers need to account for the capabilities of each connected messaging platform when planning an integration.
Where to find it
Read and compose messages in the conversation pane. Available attachment, product and interactive controls depend on your account and the conversation platform.
How it works
- Open the relevant conversation and check whether you are composing a public reply or an Internal Comment.
- Enter your reply or select an available content tool.
- Send the message. The conversation displays its sender, time and content.
- Check the delivery indicator where one is available.
INSIDE supports text, formatted text, images, audio, video, files, links, cards, locations, product lists, contact cards, forms and selectable choices. Availability differs by platform and by the tools enabled for your website. A type of content supported in web chat is not automatically supported on every social account.
Some incoming messages quote an earlier message. When the original can be identified, the operator view can show its context. A WhatsApp quote can instead show that the original message is unavailable.
Reactions depend on the connected social provider. System notices appear alongside the exchange where appropriate; silent background updates do not appear as chat messages.
Configure it
There is no single rich-message switch. Ask Powerfront to configure attachments. With the Settings role, configure visitor themes and commerce content in their own settings; see the relevant feature articles for forms and connected-account access. Use the saved response editor when you need reusable text or formatted content.
Permissions
| Permission | Lets you |
|---|---|
| Chat | Compose and read conversations available to your operator account. |
Limits and good to know
- Supported content, file limits and reaction behaviour vary by platform.
- Internal comments are separate from public replies and do not trigger the ordinary public new-message workflow event.
- Formatting and quoted content can display differently in the operator console and the visitor's messaging app.
- Sending content and confirming delivery are separate steps. Check delivery feedback before assuming the recipient received it.
Depends on and works with
+3 more · this feature uses
- Credit card maskingConfigured by
Number and payment-card masking can alter displayed content.
- Custom fields in visitor formsEnhances
Forms collect structured replies inside the conversation.
- Rich content in visitor chatEnhances
Rich content modules add supported cards and interactive content to messages.
+15 more · used by
- Streaming AI replies for visitorsRequires
Final replies use ordinary conversation message storage and delivery.
- Previous chat history for visitorsRequires
Message delivery supplies current conversation content.
- Virtual Assistant task messages and identityRequires
Task replies use conversation messages to deliver their text and supported rich content.
- FAQ bot training and automatic repliesRequires
Matches produce operator suggestions or visitor-facing messages in conversations.
- Rich content in AI repliesRelated
Supported conversation screens display rich replies or their text fallback.
- Messaging conversationsRequires
Messaging conversations use the shared message composer and transcript.
- WhatsApp media and repliesRequires
WhatsApp media and quoted replies are carried and displayed as conversation messages.
- Facebook public thread repliesRequires
Public replies convert supported conversation messages into Facebook comment text and links.
- Store product selection for chatRequires
Product cards use the conversation's Rich Content composer.
- Product card configuration and shopping actionsRequires
Cards are delivered as rich message content.
- Order card configuration and accessRequires
Shared cards are rich messages in the conversation.
- Product recommendations and purchase trackingEnhances
Sharing recommended products in chat can record their use.
- Dynamics 365 conversation activitiesRequires
Activity export needs conversation messages because empty conversations do not produce an activity.
- Sign-in and chat request limitsRelated
Rapid standard realtime chat sends can reach a short request limit without locking an operator account.
- Integration script selection for automated actionsEnhances
Conversation-message hooks can invoke custom scripts.
View all connections as a list
This feature uses
- Starting, ending and expiring chatsRequires
Messages belong to a conversation.
- Message delivery and read receiptsEnhances
Delivery indicators report the state of outgoing messages.
- Internal commentsEnhances
Internal comments add staff-only discussion alongside public messages.
- Attachments in conversationsEnhances
Attachments add uploaded images, audio, video and files.
- Conversation translationEnhances
Translation adds translated message content where enabled.
- WhatsApp media and repliesEnhances
WhatsApp supplies channel-specific media, quote and reaction behaviour.
- Product card configuration and shopping actionsEnhances
Product cards provide a specialised rich message experience.
- Operator replies and commentsRelated
The operator composer explains the controls used to prepare and send messages.
- Credit card maskingConfigured by
Number and payment-card masking can alter displayed content.
- Custom fields in visitor formsEnhances
Forms collect structured replies inside the conversation.
- Rich content in visitor chatEnhances
Rich content modules add supported cards and interactive content to messages.
Used by
- INSIDE visitor CLIEnhances
CLI chat commands can send visitor messages.
- Avatar animation and reaction settingsEnhances
Public text messages can trigger avatar reactions.
- Operator replies and commentsRequires
The composer sends messages using the conversation's supported content types.
- History and message inspectionRequires
The transcript displays conversation messages and their supported content.
- Message delivery and read receiptsRequires
Delivery feedback belongs to individual conversation messages.
- Internal commentsRequires
Internal comments share the conversation timeline with public messages; message audience controls visitor delivery.
- Visitor messages and sending feedbackRequires
The conversation service stores and delivers chat messages.
- Rich content in visitor chatRequires
Rich content is delivered as part of conversation messages.
- Streaming AI replies for visitorsRequires
Final replies use ordinary conversation message storage and delivery.
- Previous chat history for visitorsRequires
Message delivery supplies current conversation content.
- Virtual Assistant task messages and identityRequires
Task replies use conversation messages to deliver their text and supported rich content.
- FAQ bot training and automatic repliesRequires
Matches produce operator suggestions or visitor-facing messages in conversations.
- Rich content in AI repliesRelated
Supported conversation screens display rich replies or their text fallback.
- Messaging conversationsRequires
Messaging conversations use the shared message composer and transcript.
- WhatsApp media and repliesRequires
WhatsApp media and quoted replies are carried and displayed as conversation messages.
- Facebook public thread repliesRequires
Public replies convert supported conversation messages into Facebook comment text and links.
- Store product selection for chatRequires
Product cards use the conversation's Rich Content composer.
- Product card configuration and shopping actionsRequires
Cards are delivered as rich message content.
- Order card configuration and accessRequires
Shared cards are rich messages in the conversation.
- Product recommendations and purchase trackingEnhances
Sharing recommended products in chat can record their use.
- Dynamics 365 conversation activitiesRequires
Activity export needs conversation messages because empty conversations do not produce an activity.
- Sign-in and chat request limitsRelated
Rapid standard realtime chat sends can reach a short request limit without locking an operator account.
- Integration script selection for automated actionsEnhances
Conversation-message hooks can invoke custom scripts.
FAQ and troubleshooting
Why does a card look different on another platform?
Each provider supports its own content types and presentation. Use the content tools available for that conversation.
Why is the original quoted message unavailable?
The original may be missing from the available history. The reply can still appear with an unavailable-original notice.
Can the visitor see an Internal Comment?
An Internal Comment is staff-only conversation content. Check the composer mode before sending a public reply.
Why can I not add a reaction?
Reactions require a provider that supports them. They are not a universal messaging action.