Forwarding sends a copy of a message from one conversation into another, the way you would on your phone. Use it when a customer’s photo, document or question belongs in a different chat: a colleague’s customer asking the same thing, a supplier who needs the picture, or a contact you have not spoken to yet.
Forward a message
- Open the conversation and right-click the message you want to forward. For a photo or video, right-click the time shown just below it.
- Choose Forward.
- In the Forward message dialog, tick the chats it should go to. Recent chats are listed first. Type a name, email address or phone number in the search box to find any other chat, or a contact who has no chat yet; results are grouped into Chats and Contacts. You can pick up to five at a time.
- Press Send. The button shows how many chats you picked, for example Send (3).
A short confirmation tells you how many chats received the message, and you stay in the conversation you were reading. Remove a chat from your selection by clicking the x on its chip or unticking its row.
What gets forwarded
- The message text, exactly as written
- Photos, videos, documents and voice notes attached to it
- Both customer messages and messages your team sent
The copy arrives in each chat as a new message from you. Your teammates see a small Forwarded marker above it; the customer receives an ordinary message.
Private notes, deleted messages and messages that failed to send cannot be forwarded, so Forward does not appear in their menu.
Forwarding to a contact who has no chat yet
When you pick someone from Contacts, the message opens a new conversation with them and assigns it to you. If the contact can be reached through more than one inbox, an inbox picker appears on their row so you can choose where the message should go. Contacts who cannot be reached through any of your inboxes are greyed out.
If the contact already has an older conversation with you on that inbox, even a resolved one, the message is added there instead of starting a duplicate.