Using reply-to-message (quoting)

Reply to a specific message to provide clear context in long conversations.

How to reply to a message

1. Hover over the message you want to reply to
2. Click the ↩️ Reply icon (or right-click → Reply)
3. The quoted message appears above your input field
4. Type your reply
5. Send — your message shows with the quoted context

What the customer sees

The customer sees your reply with a preview of the original message they sent, making it clear what you're responding to.

When to use

• Long conversations with multiple topics
• Answering a specific question from earlier
• Referencing something the customer said
• Clarifying which item/issue you're addressing

Tips

1. Use for clarity — Especially when multiple questions were asked
2. Keep replies concise — The quote provides context, no need to repeat
3. Works with all message types — You can reply to text, images, documents, etc.