Help / Messages and inbox

Reply to client messages in the Agent inbox

See conversations from your connected channels, link them to a client, use saved answers and send replies.

Who can do this: Owner and Manager.

Steps

Open Agent inbox. Channels are on the left; conversations are in the middle with the tabs All, Unread and Unmatched.
Click a conversation. If it is Not matched to a client, press Link to a client, search by name, phone or email, and pick the household.
If the agent left a draft, read it. The banner says nothing goes out until you press Send.
Type a reply under Message, or insert a saved answer from the Answers menu, and press Send.
Use Assign to, Snooze... or Close when you are done.

Each row shows a status of Agent answered, Waiting on staff, Staff answered or Unanswered, and badges such as Needs staff.
Why the agent did this explains what the agent did on that chat.
Saved answers live in Settings > Answers; Add an answer there.

"Their last message is more than 24 hours old. Choose to send with the human-agent tag to reply.": On Facebook and Instagram, tick the human-agent tag box when a person on your team is replying.
"Link this conversation to a household first.": A text cannot be sent until the conversation is linked to a client who agreed to texts.
"That channel cannot be answered from the Inbox yet.": Threads replies are public replies to posts and are not answered from the Inbox.
The channel list is empty.: Connect a channel from Connect a channel. The Email row says Email arrives soon and is not live.

Today the agent drafts or hands conversations to your team. It does not send replies to clients on its own on Messenger, Instagram, WhatsApp or text, whatever the dial is set to.
Whether Messenger, Instagram and WhatsApp can be connected depends on Meta approving the app, which was pending when this was written.