Operator replies and comments
Write visitor replies or internal comments, insert reusable content and check the outcome of sending.
What it is
The composer is the input area below the transcript. Use Reply for a message to the visitor or Comment for an internal comment. Its content and send controls change with the selected channel.
Who uses it and why
Operators use it to write replies, add internal context and reuse approved content while staying in the conversation.
Where to find it
Open a conversation and use the input area below its messages. Saved content is available in the supporting Responses, Links and Products tabs where supported.
How it works
- Check the selected visitor, conversation and channel. For email, also check Reply from, To, CC, BCC and Subject where shown.
- Select Reply or Comment and enter your text. Internal comments are not sent to the visitor.
- Insert a saved response, use a defined slash shortcut, or add supported links, products, files or images. Formatting tools include Bold, Italic, Bulleted list and Insert link where available.
- Review any inserted content and select Send, or the appropriate email send action.
- Check the message's sending or delivery feedback. An error indicator needs attention even if the message already appears in the transcript.
For ordinary non-email replies, Enter sends and Shift+Enter inserts a line break. In a suggestion list, arrow keys move through the choices, Enter inserts the highlighted suggestion and Escape dismisses the list. Without a highlighted suggestion, Enter can continue to the normal send action. Email replies and internal ticket comments do not use the ordinary Enter-to-send behaviour.
Email can offer Send as Open, Send as Pending and Send as Resolved. These combine sending with the chosen ticket status. Select the action that matches what should happen next.
Unsent input can be restored when you switch back to a visitor. Check the selected recipient again before sending, especially after switching conversations or inserting customer or order information.
Configure it
An administrator with Settings can change Disable Saved Responses Keyword Auto-complete under Settings › Chat › General Settings. When keyword completion is disabled, the Responses panel and defined slash shortcuts remain available.
Powerfront can change Disable Send As Open and Disable Send As Pending for you. These determine which email status actions appear.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Disable Saved Responses Keyword Auto-complete | Settings › Chat › General Settings | website | Off | Settings role | Stops keyword suggestions while leaving the Responses panel and defined slash shortcuts available. |
| Disable Send As Pending | Settings › Email › General Settings | website | Off | Powerfront | Removes the Send as Pending action from the email reply controls. |
| Disable Send As Open | Settings › Email › General Settings | website | Off | Powerfront | Removes the Send as Open action from the email reply controls. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Use the visitor reply and comment controls subject to conversation access. |
| Settings | Configure saved-response keyword completion in Chat General Settings. |
Limits and good to know
- Content and formatting support varies by channel. An available tool in one conversation may be absent in another.
- AI suggestions need the corresponding AI feature to be enabled. Review the proposed text before sending it.
- A queued email is still waiting to be sent. Undo Sending Email is available only during its supported delay.
- Use retry controls only where they appear. A Not Delivered or Translation Error result is different from successful delivery.
- Customer and order content can be restricted to the visitor for whom it was prepared.
Depends on and works with
+5 more · this feature uses
- Email send cancellation and delivery failuresEnhances
Email outbox handling provides delayed sending and available undo or retry controls.
- Copilot reply suggestionsEnhances
Enabled AI suggestions can supply a proposed reply for operator review.
- Fix and Re-Phrase for operator draftsEnhances
Enabled AI tools can help revise drafted text.
- Store product selection for chatEnhances
Product browsing can add product content to a reply.
- Order card configuration and accessEnhances
Order sharing lets operators insert approved order cards after checking the recipient.
View all connections as a list
This feature uses
- Messages and rich contentRequires
The composer sends messages using the conversation's supported content types.
- Message delivery and read receiptsEnhances
Delivery and read feedback appears beside sent messages when the channel supports it.
- Internal commentsEnhances
Comment mode adds an internal comment rather than a visitor reply.
- Saved responsesEnhances
Saved responses and their shortcuts insert reusable reply content.
- Attachments in conversationsEnhances
Attachment controls add supported files and images.
- Conversation translationEnhances
Translation can affect outgoing messages and their error feedback.
- Messaging conversationsEnhances
Connected messaging accounts add reply controls appropriate to their platforms.
- Email ticket handling and statusesEnhances
Email send actions can combine a reply with a ticket status change.
- Email send cancellation and delivery failuresEnhances
Email outbox handling provides delayed sending and available undo or retry controls.
- Copilot reply suggestionsEnhances
Enabled AI suggestions can supply a proposed reply for operator review.
- Fix and Re-Phrase for operator draftsEnhances
Enabled AI tools can help revise drafted text.
- Store product selection for chatEnhances
Product browsing can add product content to a reply.
- Order card configuration and accessEnhances
Order sharing lets operators insert approved order cards after checking the recipient.
Used by
- Current Chat workspace and panelsEnhances
The selected conversation determines the reply area and available send controls.
- Messages and rich contentRelated
The operator composer explains the controls used to prepare and send messages.
- Saved responsesRelated
Composer controls explain how to insert, review and send a saved response.
- Copilot reply suggestionsRequires
Operators review and send suggestions through the conversation composer.
- Fix and Re-Phrase for operator draftsRequires
The tools act on text in the operator composer.
FAQ and troubleshooting
Why did Enter select a response instead of sending?
An active suggestion list takes Enter first. Check the inserted text, then send the finished reply.
Why does Enter add a line in this conversation?
Email and internal ticket comments do not follow the ordinary chat Enter-to-send rule. Use the visible send action.
Why can I not select Send as Pending?
Powerfront can disable that action for the website. Ask Powerfront to check the email configuration.
Can I undo every message?
No. Undo depends on the channel and message state. For delayed email, use Undo Sending Email while the control is still available.
Why is structured customer content rejected after switching visitors?
It may belong to the previous visitor. Select or prepare content for the current recipient before sending.