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Chat

Overview​

The Chat view is where you read and send messages within a conversation. It supports text messages, internal notes, emoji reactions, replies, message search, AI-powered suggestions, typing indicators, and quick access to templates. Messages appear in real time as they arrive.

How to Access​

  • Select any conversation from the Conversations list in the Inbox.
  • The chat view loads in the center panel.
  • Available to all roles: Admin, Agent, and Supervisor.

Interface Overview​

The chat screen consists of:

  • Header: Displays the contact name and avatar, channel info, participants (for group chats), action buttons for search, pin, participant management, and a menu with additional options.
  • Message Area: A scrollable list of messages grouped by date. Messages from agents appear on the right, messages from contacts appear on the left. System messages appear centered.
  • Message Input Area: A text field for composing messages, with buttons for sending, emoji, media attachments, and additional options.

Features & Actions​

Send a Text Message​

What it does: Sends a message to the contact via the active messaging channel (e.g., WhatsApp).

Steps:

  1. Type your message in the text input area at the bottom of the chat.
  2. Press Enter to send.
  3. The message appears in the chat and is delivered to the contact.

Important notes:

  • Press Alt + Enter to insert a new line instead of sending.
  • The send button shows a WhatsApp icon when in normal message mode.
  • The input area is hidden if the channel is disabled or the user is blocked.

Send an Internal Note​

What it does: Creates an internal note visible only to your team, not sent to the contact.

Steps:

  1. Click the + menu button next to the send button.
  2. Select Note (or press Alt + N).
  3. The send button changes to yellow with a note icon, indicating note mode.
  4. Type your note and press Enter to save it.
  5. To switch back to message mode, select Message from the menu (or press Alt + M).

Important notes:

  • Notes appear with a yellow background in the chat to distinguish them from regular messages.
  • Notes are never sent to the contact.

Use AI Suggestions​

What it does: Uses Aurora AI to help compose, review, or improve your message.

Steps:

  1. Click the robot icon button next to the send button.
  2. Choose one of the options:
    • Help me answer: AI generates a suggested reply based on the conversation context (works even with an empty input).
    • Review spelling: AI checks and corrects your typed message (requires text in the input).
    • Improve my message: AI rewrites your message to be clearer and more professional (requires text in the input).
  3. The AI-generated text replaces the content in the message input.
  4. Review the suggestion, edit if needed, and press Enter to send.

Important notes:

  • The "Review spelling" and "Improve my message" options are only available when you have typed text in the input field.

Use Templates (Quick Replies)​

What it does: Inserts a pre-configured template message into the input field.

Steps:

  1. Type # in the message input field (or click the "# = Templates" shortcut below the input).
  2. A list of available templates appears as you type.
  3. Continue typing after # to filter templates by name.
  4. Click on a template to select it.
  5. The template text is inserted into the message field. If the template includes a file attachment (image, video, document), a preview popover appears above the input.
  6. Edit the text if needed, then press Enter to send.

Important notes:

  • To remove an attached template, click the X button on the template preview popover.
  • Templates must be configured in the Templates section of Settings.

Use @Mentions​

What it does: Mentions a team member in a message or note to send them a notification.

Steps:

  1. Type @ in the message input field.
  2. A list of team members appears.
  3. Select the person you want to mention.
  4. The mention is formatted as (@Name) in the message.

Reply to a Message​

What it does: Sends a message as a reply to a specific previous message.

Steps:

  1. Hover over the message you want to reply to.
  2. Click the three-dot menu that appears.
  3. Select Reply.
  4. A reply preview popover appears above the message input, showing the original message.
  5. Type your reply and press Enter.
  6. To cancel the reply, click the X button on the reply preview.

React to a Message​

What it does: Adds an emoji reaction to a message.

Steps:

  1. Hover over a message and click the three-dot menu.
  2. Select one of the emoji reactions from the quick-reaction row.
  3. The reaction appears on the message.
  4. To remove a reaction, click the trash icon in the reaction row.

Delete a Message​

What it does: Deletes an outgoing message.

Steps:

  1. Hover over a message you sent (right-side messages) and click the three-dot menu.
  2. Select Delete.
  3. The message is removed.

Important notes:

  • You can only delete messages sent by agents (your own outgoing messages).
  • This action cannot be undone.

Edit a Message​

What it does: Modifies the text of an outgoing message.

Steps:

  1. Hover over a message you sent and click the three-dot menu.
  2. Select Edit.
  3. A modal appears with the current message text in an editable field.
  4. Modify the text and click Send to save.

Important notes:

  • Only outgoing (agent) messages can be edited.

Search Messages​

What it does: Searches for specific messages within the current conversation.

Steps:

  1. Click the search icon in the chat header (magnifying glass).
  2. A search bar appears at the bottom of the chat area.
  3. Type your search term and click Search (or press Enter).
  4. The message list filters to show only matching messages.
  5. Click the X button to close search and return to the full conversation.

Pin/Unpin a Conversation​

What it does: Bookmarks a conversation for quick access.

Steps:

  1. Click the pin icon in the chat header.
  2. If the conversation is not pinned, it becomes pinned (icon changes to "unpin").
  3. If already pinned, it becomes unpinned.

Mark as Unread​

What it does: Marks the current conversation as unread.

Steps:

  1. Click the three-dot menu in the top-right corner of the chat header.
  2. Select Mark as Unread.

Important notes:

  • Only available when the conversation has no unread messages (unread count is 0).

Mark as Unanswered / Answered​

What it does: Toggles the unanswered status of a conversation.

Steps:

  1. Click the three-dot menu in the top-right of the chat header.
  2. Select Mark as Unanswered or Mark as Answered depending on current status.

Add Emojis​

What it does: Inserts emojis into your message.

Steps:

  1. Click the smiley face icon next to the send button.
  2. An emoji picker panel appears.
  3. Click any emoji to insert it at the end of your message.
  4. Click outside the picker to close it.

Manage Participants​

What it does: Adds or removes team members assigned to the conversation.

Steps:

  1. Click the team/users icon in the chat header.
  2. A dropdown shows currently assigned participants.
  3. To remove a participant, click the red X next to their name.
  4. To add participants, use the search/select field at the bottom of the dropdown and click Add.
  5. To assign yourself, click Assign me at the bottom.

Typing Indicators​

What it does: Shows when other team members are typing in the same conversation.

When another team member is actively typing in the same conversation, a "is typing..." indicator appears above the message input area.

Activity Filters​

What it does: Filters the messages displayed in the chat by type.

Steps:

  1. Click the Activities dropdown at the top-right of the chat area.
  2. Select a filter:
    • All (default): Show all messages.
    • Other activity types filter by specific message categories (messages, notes, system events).

Channel Tabs​

What it does: Switches between different messaging channels for the same contact.

Steps:

  1. At the top of the chat area, tabs show available channels (WhatsApp, Messenger, Instagram).
  2. Click a tab to switch to that channel's conversation.
  3. If additional channels are available but no conversation exists yet, a "+" tab allows you to create one.

Fields Reference​

FieldDescriptionNotes
Contact NameThe name of the contactShown in chat header
ChannelThe messaging platform (WhatsApp, Messenger, etc.)Shown below contact name
ParticipantsNumber of participants in group chatsClickable to see list
Message TextThe message contentSupports WhatsApp formatting
Sender NameWho sent the messageAgent name or contact name
TimestampWhen the message was sentShown on each message
Date SeparatorGroups messages by dayShows date between message groups
ReactionsEmoji reactions on a messageShown as a badge below the message
Delayed BadgeCalendar-clock iconShown on messages that were scheduled
Auto-reply BadgeRobot iconShown on AI-generated messages

FAQ​

Q: Why can't I send messages? A: The input area may be hidden because the channel is disabled or the contact is blocked. Check with an admin to resolve channel issues.

Q: How do I send a file or image? A: Use the paperclip button next to the send button to open the media uploader. See Media & Files.

Q: Can I undo a deleted message? A: No, message deletion is permanent.

Q: What does the yellow message background mean? A: Yellow messages are internal notes, visible only to your team.