Open any conversation to see the full message thread. At the bottom you’ll find two tabs:
- Reply — your message is sent to the customer.
- Private Note — visible only to agents; use it to leave context for teammates. Mention a colleague with @ to notify them.
You can attach files, insert emojis, and insert canned responses to reply faster.
If an AI flow agent is handling the conversation, replying yourself can automatically pause it (a per-inbox setting — see Testing and connecting an agent), so you and the agent never talk over each other. Customer voice notes, photos and PDF documents are read for the AI agent, which replies to them like any text message. What it read appears under the file in the thread, as a transcript, an AI description of a photo or an AI summary of a document, with Show more for the full text, so you can see exactly what the agent understood.
Quoting a message in your reply
Quote the message you are answering so the customer sees exactly what you mean. It works for any message, including photos, videos, voice notes and files:
- Right-click the message and choose Reply to this message — or simply double-click the message.
- The reply box shows Replying to with the quoted message. For a picture, a thumbnail appears next to it. Click × to drop the quote.
- Type your reply and send. The quote travels with it, so the customer sees the same reference in WhatsApp.
A single click on a photo still opens it full size; double-clicking quotes it instead. Double-clicking a Private Note does nothing, since notes are never sent to the customer.
Replying from another WhatsApp number
Have more than one WhatsApp number? From at the top of the reply box lets you send the reply from another of your numbers while the conversation stays in one place — see Replying from another WhatsApp number.
Watch the walkthrough
Ask the AI agent to reply
When the conversation’s inbox has a flow agent connected, the reply toolbar shows a bot button. Click it and the agent reads the customer’s latest message and sends its reply — handy when a reply never went out, or when your team has finished stepping in and wants the agent to carry on.
Triggering the agent also resumes it if it was paused, and the conversation gets an activity note showing who triggered it. The button appears on the Reply tab only.
