Message Reply To
Reply to specific messages to maintain conversation context.
How to Reply to a Specific Message
While chatting with your customers, you can reply to individual messages. This feature helps maintain context and clarity in conversations.
Supported Channels
This feature is currently available on the following channels:
- • Website Live Chat
- • Telegram
- • API
Note: Facebook and Instagram APIs don't support this functionality for the agent message. It will be visible on the dashboard only when your customers reply to a specific message.
Replying to a Specific Message on Dashboard
Select the Message
To respond to a specific message from the dashboard, simply click the message's menu or right-click on the message to access the context menu.
Choose Reply Option
Click on "Reply to this message" from the context menu.
Compose Your Response
Once done, the message will show up on the message editor with a reply indicator. Type your response and send it.
Message Display
A replied-to-message will show up with a reply indicator on the dashboard. You can click the message in context to jump to its location in the conversation. A similar user interface is also available for incoming messages.
Replying to a Message on the Live Chat Widget
Desktop Interface
To reply to a specific message on the Live Chat widget:
- 1. Hover over the message you want to reply to
- 2. Click on the "Reply to" button
- 3. Type your message when the message is in context
- 4. Send your response
Mobile/Tablet Interface
On mobiles or tablets, where hover actions don't work:
- 1. Swipe the message to the right for agent messages
- 2. Swipe the message to the left for user messages
- 3. This will activate the reply-to feature
Benefits of Reply-to Feature
Context Clarity
- • Maintains conversation context
- • Reduces confusion in long conversations
- • Helps agents reference specific questions
Improved Customer Experience
- • Shows addressing specific points
- • Creates natural conversation flow
- • Reduces need for clarification
Efficiency
- • Faster responses with clear context
- • Reduced back-and-forth for clarification
- • Better conversation organization
Best Practices
- Use reply-to for complex or multi-part questions
- Reference specific points when addressing detailed inquiries
- Keep responses focused on the replied message
- Use sparingly in simple conversations to avoid clutter
Visual Indicators
Reply arrow
Shows which message is being replied to
Context highlight
Visual indication of replied message
Thread view
Optional threaded conversation view
Jump navigation
Click to jump to replied message
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