Reply, send photos and write notes in the iPhone app

Write and send a reply

1. Tap the reply box (Message and the contact’s name) and type. The box grows with your text up to 6 lines and then scrolls inside.
2. Tap the send button.

In email conversations your saved signature is added when you send. You don’t see it in the box. You set up the signature on the web, under Message Signature in your profile.

If sending fails, your text and photos stay in the box, and the app says why, for example that a file is too large, the virus scan blocked it, your role does not allow it, or that you should check your connection.

Take a conversation before you reply

• Nobody has it yet: a bar shows "Nobody has taken this conversation yet." with Take it. Your first reply also makes it yours. If a teammate took it a moment earlier, the app tells you who.
• A teammate has it: the bar shows who is handling it, with Take over. Without taking over, your reply is refused with "(name) is handling this conversation. Take it over to reply." A private note works anyway.

Taking and taking over need the role permission Manage conversations (assign, resolve, reopen). More in Take, take over and transfer conversations.

Send photos

1. Tap the arrow button left of the reply box and pick Photo Library to choose one or more photos, or Camera to take one.
2. The photos show as small previews above the box. Remove one before sending if you picked it by mistake.
3. Write a text if you like and send.

You can send up to 10 photos in one message, each up to 10 MB and all together up to 20 MB. Photos from the library in HEIC format are sent as JPEG. Videos, PDFs and other files cannot be sent from a conversation in the app, so send those from the web. The Camera asks for camera access the first time.

Read the thread

Private notes are marked Private note. In emails with quoted text, Show quoted and Hide quoted fold the older part in and out. Tap a picture to see it full screen, then pinch or double tap to zoom. Other files the customer sent open the iOS share sheet, so you can save them to Files or Photos. The conversation’s labels show above the thread.

Canned responses with /

Type / at the start of a word, followed by the shortcode. A list of the matching canned responses appears above the box. Tap one to insert it, with the contact and agent variables already filled in. Canned responses are created on the web and need the Startup plan or higher. See Canned responses for quick replies.

Private notes and @ mentions

1. Tap the arrow button and pick Private note. The box turns yellow and reads Private note · Only your team sees this.
2. Type @ to pick a teammate from the list. That person gets a notification.
3. Tap the send button.

To go back to a normal reply, tap the X in the yellow bar, or pick Back to reply in the menu of the arrow button. The list after @ shows teammates who can hold the conversation, never yourself. See Private notes for your team and Mentions and team notifications.

Run a macro

Tap the arrow button, pick Run macro and choose one of your workspace’s macros. It runs on this conversation, and the thread and the Details tab reload with its changes. This needs the permission to manage conversations, and macros are created on the web (Startup and higher). See Using macros for repetitive tasks.

AI help in the menu

When your workspace lets you use Copilot, the menu of the arrow button also has Suggest reply and Improve draft, plus Summarize if your role has the permission Summarize conversations with Copilot, which agents have by default. Improve draft stays grey with Type a draft first. until you write something. Suggest and improve open an AI draft panel in place of the box, with Rewrite, Insert reply and an X to throw the draft away. When the customer writes in another language and translation is available to you, the button reads Translate & insert. Summarize opens the Copilot tab. AI help counts toward your plan’s AI conversations, like Copilot on the web. The count starts again on the 1st of every month (UTC). Details in Copilot in conversations.

Press and hold a message

Press and hold any message. It lifts out of the thread, and you can select part of the text.

• Ask Copilot: on a customer’s message, opens the Copilot tab with the text you selected.
• Copy: copies the selected text, or the whole message.
• Delete: only on private notes, after you confirm. You can always delete your own notes. Other people’s notes need the permission Delete other agents' private notes, which administrators have by default. Customer messages and replies cannot be deleted.

Start a new conversation

1. In Inbox, tap the pencil in the top right. It shows when your role may manage conversations.
2. Under To, search a contact by name, email or phone, type an email address, or pick Create new contact to add the person.
3. Under Via, pick the inbox in Send via. It lists only the inboxes that can reach this contact.
4. For email, add a Subject if you like. Write your message and tap Send.

Email and API inboxes need an email address, SMS needs a phone number, and WhatsApp, Telegram, LINE and X only work once the contact has written to you there. A website live chat inbox cannot start a conversation. A new conversation is text only, and in email your signature is added.

Frequently asked questions

Why can't I reply to a conversation?

A teammate has it. Tap Take over to make it yours, or write a private note instead.

Does my first reply assign the conversation to me?

Yes. A reply to a conversation nobody has taken makes it yours. You can also tap Take it before you write.

How many photos can I send at once?

Up to 10 per message, each up to 10 MB and all together up to 20 MB.

Can I send a PDF or a video from the app?

Not in a conversation. The app sends photos only. Send other files from the web dashboard.

Why does typing / show nothing?

No canned response matches what you typed, your workspace has none yet, or your plan does not include canned responses (they start with Startup).

Where is my email signature?

It is added when you send in an email conversation, so you don't see it in the box. You set it up on the web in your profile.

Why can't I pick WhatsApp when I start a conversation?

WhatsApp, Telegram, LINE and X only work once the contact has written to you on that channel. For email the contact needs an email address, and for SMS a phone number.

Can I delete a message I sent?

Only private notes. Replies to the customer and customer messages cannot be deleted.