# Messages and rich content Exchange text and supported rich content while keeping public messages separate from internal discussion. *Release 3.3 ยท developer, operator, visitor* **Conversation pane** ## 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 1. Open the relevant conversation and check whether you are composing a public reply or an **Internal Comment**. 2. Enter your reply or select an available content tool. 3. Send the message. The conversation displays its sender, time and content. 4. 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 ### This feature uses - **Requires** [Starting, ending and expiring chats](CHAT-001.md): Messages belong to a conversation. - **Configured in** [Credit card masking](SEC-017.md): Number and payment-card masking can alter displayed content. - **Works better with** [Message delivery and read receipts](CHAT-003.md): Delivery indicators report the state of outgoing messages. - **Works better with** [Internal comments](CHAT-014.md): Internal comments add staff-only discussion alongside public messages. - **Works better with** [Attachments in conversations](CHAT-018.md): Attachments add uploaded images, audio, video and files. - **Works better with** [Conversation translation](CHAT-023.md): Translation adds translated message content where enabled. - **Works better with** [WhatsApp media and replies](CHN-008.md): WhatsApp supplies channel-specific media, quote and reaction behaviour. - **Works better with** [Product card configuration and shopping actions](COM-014.md): Product cards provide a specialised rich message experience. - **Works better with** [Custom fields in visitor forms](VX-010.md): Forms collect structured replies inside the conversation. - **Works better with** [Rich content in visitor chat](VX-018.md): Rich content modules add supported cards and interactive content to messages. - **Related** [Operator replies and comments](CON-015.md): The operator composer explains the controls used to prepare and send messages. ### Used by - **Required by** [Operator replies and comments](CON-015.md): The composer sends messages using the conversation's supported content types. - **Required by** [History and message inspection](CON-016.md): The transcript displays conversation messages and their supported content. - **Required by** [Message delivery and read receipts](CHAT-003.md): Delivery feedback belongs to individual conversation messages. - **Required by** [Internal comments](CHAT-014.md): Internal comments share the conversation timeline with public messages; message audience controls visitor delivery. - **Required by** [Visitor messages and sending feedback](VX-006.md): The conversation service stores and delivers chat messages. - **Required by** [Rich content in visitor chat](VX-018.md): Rich content is delivered as part of conversation messages. - **Required by** [Streaming AI replies for visitors](VX-030.md): Final replies use ordinary conversation message storage and delivery. - **Required by** [Previous chat history for visitors](VX-033.md): Message delivery supplies current conversation content. - **Required by** [Virtual Assistant task messages and identity](ENG-014.md): Task replies use conversation messages to deliver their text and supported rich content. - **Required by** [FAQ bot training and automatic replies](ENG-021.md): Matches produce operator suggestions or visitor-facing messages in conversations. - **Required by** [Messaging conversations](CHN-002.md): Messaging conversations use the shared message composer and transcript. - **Required by** [WhatsApp media and replies](CHN-008.md): WhatsApp media and quoted replies are carried and displayed as conversation messages. - **Required by** [Facebook public thread replies](CHN-011.md): Public replies convert supported conversation messages into Facebook comment text and links. - **Required by** [Store product selection for chat](COM-009.md): Product cards use the conversation's Rich Content composer. - **Required by** [Product card configuration and shopping actions](COM-014.md): Cards are delivered as rich message content. - **Required by** [Order card configuration and access](COM-015.md): Shared cards are rich messages in the conversation. - **Required by** [Dynamics 365 conversation activities](CRM-017.md): Activity export needs conversation messages because empty conversations do not produce an activity. - **Enhances** [INSIDE visitor CLI](VIS-024.md): CLI chat commands can send visitor messages. - **Enhances** [Avatar animation and reaction settings](CON-012.md): Public text messages can trigger avatar reactions. - **Enhances** [Product recommendations and purchase tracking](COM-017.md): Sharing recommended products in chat can record their use. - **Enhances** [Integration script selection for automated actions](EXT-016.md): Conversation-message hooks can invoke custom scripts. - **Related** [Rich content in AI replies](AI-026.md): Supported conversation screens display rich replies or their text fallback. - **Related** [Sign-in and chat request limits](SEC-025.md): Rapid standard realtime chat sends can reach a short request limit without locking an operator account. ## 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.