# Operator replies and comments

Write visitor replies or internal comments, insert reusable content and check the outcome of sending.

*Release 3.3 · operator*

**Settings › Chat › General Settings** · **Settings › Chat › Saved Responses** · **Settings › Email › General Settings**

## 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

1. Check the selected visitor, conversation and channel. For email, also check **Reply from**, **To**, **CC**, **BCC** and **Subject** where shown.
2. Select **Reply** or **Comment** and enter your text. Internal comments are not sent to the visitor.
3. 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.
4. Review any inserted content and select **Send**, or the appropriate email send action.
5. 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, on request | Removes the Send as Pending action from the email reply controls. |
| Disable Send As Open | Settings › Email › General Settings | website | Off | Powerfront, on request | 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

### This feature uses

- **Requires** [Messages and rich content](CHAT-002.md): The composer sends messages using the conversation's supported content types.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Delivery and read feedback appears beside sent messages when the channel supports it.
- **Works better with** [Internal comments](CHAT-014.md): Comment mode adds an internal comment rather than a visitor reply.
- **Works better with** [Saved responses](CHAT-015.md): Saved responses and their shortcuts insert reusable reply content.
- **Works better with** [Attachments in conversations](CHAT-018.md): Attachment controls add supported files and images.
- **Works better with** [Conversation translation](CHAT-023.md): Translation can affect outgoing messages and their error feedback.
- **Works better with** [Messaging conversations](CHN-002.md): Connected messaging accounts add reply controls appropriate to their platforms.
- **Works better with** [Email ticket handling and statuses](CHN-026.md): Email send actions can combine a reply with a ticket status change.
- **Works better with** [Email send cancellation and delivery failures](CHN-031.md): Email outbox handling provides delayed sending and available undo or retry controls.
- **Works better with** [Copilot reply suggestions](AI-006.md): Enabled AI suggestions can supply a proposed reply for operator review.
- **Works better with** [Fix and Re-Phrase for operator drafts](AI-007.md): Enabled AI tools can help revise drafted text.
- **Works better with** [Store product selection for chat](COM-009.md): Product browsing can add product content to a reply.
- **Works better with** [Order card configuration and access](COM-015.md): Order sharing lets operators insert approved order cards after checking the recipient.

### Used by

- **Required by** [Copilot reply suggestions](AI-006.md): Operators review and send suggestions through the conversation composer.
- **Required by** [Fix and Re-Phrase for operator drafts](AI-007.md): The tools act on text in the operator composer.
- **Enhances** [Current Chat workspace and panels](CON-014.md): The selected conversation determines the reply area and available send controls.
- **Related** [Messages and rich content](CHAT-002.md): The operator composer explains the controls used to prepare and send messages.
- **Related** [Saved responses](CHAT-015.md): Composer controls explain how to insert, review and send a saved response.

## 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.