Reply to messages, react and see edits

A reply now points at the message it answers. When you reply to a customer message, the original stays quoted above your text, so the customer sees which question you are answering. Emoji reactions and edits also appear on the message bubble, which makes a busy thread easier to follow.

Where to find it

Open Conversations for Instagram, Messenger and WhatsApp threads. On the WhatsApp page, the same steps work in human handling mode.

How to use it

Hover over a customer message and click the reply icon. A Replying to chip appears above the reply box.
Type your answer and send it. The sent message shows the quoted original above it.
Hover over a message, click the smiley icon and choose an emoji. A reaction chip appears under the bubble.
Click a quoted message to scroll to the original. When a customer edits a message in their app, the bubble shows an Edited label.

Who it helps: teams that answer several questions in one busy thread. Each answer stays tied to the question it responds to, so customers do not have to repeat themselves.

Where to find it

Open Conversations for Instagram, Messenger and WhatsApp threads. On the WhatsApp page, the same steps work in human handling mode.

How to use it

Hover over a customer message and click the reply icon. A Replying to chip appears above the reply box.
Type your answer and send it. The sent message shows the quoted original above it.
Hover over a message, click the smiley icon and choose an emoji. A reaction chip appears under the bubble.
Click a quoted message to scroll to the original. When a customer edits a message in their app, the bubble shows an Edited label.

Who it helps: teams that answer several questions in one busy thread. Each answer stays tied to the question it responds to, so customers do not have to repeat themselves.