Replying from the Inbox

What can I send from the reply box?

Type and press Enter to send (Shift+Enter adds a new line). The + More menu next to the box holds everything that is not typing. What it shows depends on the channel:

• Saved replies: on every channel. Pick one from the menu or type / followed by its name to insert it, then edit before sending.
• Send a file: images, video, audio, PDF, Office documents, text and ZIP up to 25 MB, on every channel except SMS. WhatsApp itself allows images up to 5 MB and video up to 16 MB; larger files are refused with a message saying so.
• Send a template: on email, SMS and WhatsApp threads. Email and SMS list your saved templates; WhatsApp lists only templates Meta has approved for that number, which is also the only way to message someone who has not written to you in the last 24 hours.
• Send our contact card: WhatsApp only, a savable card built from the number's business profile.
• Ask for payment (UPI): enter an amount and what it is for; the customer gets a UPI QR code plus your UPI ID (a UPI link on SMS). Save your UPI ID once under Settings, General, Payments; turn on Send only the QR code there to keep your UPI ID out of the message. The customer confirms by sending a screenshot; nothing is marked paid automatically.

What are saved replies and how do they differ from templates?

A saved reply is a short answer you type all day, like opening hours or directions. It is plain text, works on every channel, and you can edit it before sending. Create them under Settings, Templates & replies, or hover any message in a thread and choose Save as reply.

A template is a finished message sent as-is: email templates carry a subject and formatting, SMS templates hold your approved wording, WhatsApp templates are approved by Meta. Both saved replies and templates can use variables such as the contact's first name, filled in when you send.

Why does an SMS thread tell me to use a template?

In India, SMS delivers only pre-approved wordings, so on threads where the contact or your sending number is an Indian number you see a one-line reminder to send a template. Other countries can type freely.

Which of my numbers or accounts received a message?

The thread header shows it next to the channel, for example WhatsApp +1 754 320 5898 or Instagram @yourhandle, and hovering the channel icon in the conversation list shows the same. Your reply always goes out from that same number or account.

If more than one of your numbers or accounts has conversations, the filter menu gains a Received on option so you can work one line at a time.

What does Needs human mean?

It appears on a thread when your AI agent handed the conversation over (the customer asked for a person, or the agent could not help) and the customer's message is the latest. It clears when a teammate replies and comes back if the customer writes again, until you switch AI replies back on from the thread header. The Needs human filter lists all such threads.