# Visitor messages and sending feedback

Write and send visitor messages, with typing information and feedback while a message is sending or a connection is recovering.

*Release 3.3 · operator, visitor*

## What it is

The visitor message box lets you write and send text during chat. It supports line breaks and a send control. The pane also shows typing information and feedback when sending takes time or the connection fails.

## Who uses it and why

Visitors ask questions and reply to operators. Operators receive those messages and, where enabled, see visitor typing information before the visitor sends the message.

## Where to find it

Open the website chat pane. The ordinary message box is at the bottom when chat is ready for text input. A pre-chat form, transcript prompt or task can occupy that area instead.

## How it works

1. Enter your message in the message box.
2. Press Enter or select the send control. Use Shift+Enter to add a line break.
3. Watch the conversation for the message and any sending feedback. Empty messages and messages containing only spaces are ignored.

The current pane accepts up to 2,000 characters in the ordinary message box. It stops additional text entry at the limit and truncates pasted text beyond it. Editing and navigation shortcuts remain available.

If sending takes time, the pane can display **sending...**. A connection problem can change this to **failed to send** and **retrying...** while INSIDE attempts recovery. If the conversation has ended during the interruption, queued messages can show **Failed to send.**

Tasks can use the message area for a particular answer. If a task is temporarily unable to accept free text, the pane can restore the attempted text and display **One moment please...**.

## Configure it

Visitors do not need to configure the message box. Complete any required pre-chat fields, department selection or privacy prompt before typing an ordinary message.

Message-box presentation and available attachment controls depend on the website's chat setup. The 2,000-character limit is built into the current pane rather than a visitor preference.

## Limits and good to know

- A local sending bubble does not mean an operator has read the message.
- Sending can pause while INSIDE reconnects or refreshes conversation history.
- A task's answer field can behave differently from the ordinary message box, including how Enter works.
- Sending too quickly can display **Too many messages. Please wait a moment.** and briefly disable input.
- Do not assume unsent text survives closing or reloading the page.

## Depends on and works with

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): Sending text starts or continues a chat according to the conversation rules.
- **Requires** [Messages and rich content](CHAT-002.md): The conversation service stores and delivers chat messages.
- **Requires** [Visitor chat pane](VX-002.md): The visitor pane contains the message box and send control.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The active theme sets the message box's fonts, colours and input prompt.
- **Configured in** [Pre-chat survey for visitors](VX-008.md): Required pre-chat intake can precede ordinary messaging.
- **Configured in** [Department selection before chat](VX-009.md): A required department choice blocks ordinary messaging until the visitor selects a department.
- **Configured in** [Visitor tracking consent and communication opt-ins](VX-012.md): Privacy or disclaimer acceptance can be required before messaging.
- **Configured in** [Chat tasks and topics for visitors](VX-017.md): A task can replace the ordinary message box with a specific answer field.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Delivery and read receipts are separate from local sending feedback.
- **Works better with** [Typing indicators and typing preview](CHAT-004.md): Typing indicators and operator typing preview add information while text is being composed.
- **Works better with** [File attachments for visitors](VX-021.md): Enabled attachment controls let visitors send files or media.
- **Related** [Visitor chat status and waiting](VX-007.md): Connection recovery and conversation state explain when the message box is unavailable.

### Used by

- **Enhances** [Mobile chat](VX-004.md): Touch keyboard handling adjusts the message composer.
- **Related** [Typing indicators and typing preview](CHAT-004.md): The visitor composer explains how visitors prepare and submit the text that can be previewed.

## FAQ and troubleshooting

### How do I add a new line without sending?

Use Shift+Enter in the ordinary message box. Follow the displayed controls when a task is asking for a specific answer.

### Why did part of my pasted message disappear?

The current pane limits the ordinary message box to 2,000 characters. Split a longer message into shorter messages.

### Why can I not type or send yet?

Check for a required form, department choice, privacy prompt or active task. The connection may also be recovering.

### Does sending feedback mean someone has received or read my message?

No. Sending feedback describes the send attempt. Operator assignment, delivery and read status are separate.