While chatting with your customers, you can reply to individual messages. This feature is currently available on the following channels.
Note: Facebook and Instagram APIs don't support this functionality for the agent message. It will be visible on the dashboard only when your customers reply to a specific message.
Reply to a specific message on Dashboard#
To respond to a specific message from the dashboard, simply click the message's menu or right-click on the message to access the context menu. Then, click on "Reply to this message."
Once done, the message will show up on the message editor as follows.
A replied-to-message will show up as the following on the dashboard. You can click the message in context to jump to its location in the conversation. A similar user interface is also available for incoming messages.
Replying to a message on the Live Chat widget#
To reply to a specific message on the Live Chat widget, hover over the message you want to reply to, and click on the "Reply to" button marked as [1] in the provided screenshot.
Once the message is in context as marked by [3] in the provided screenshot, type your message and send it. Messages with a reply in context will show up above the bubble. Clicking on that will take you to the location of the message in the conversation.
Alternatively, on mobiles or tables, where hover actions don't work, you can simply swipe the message to the right for agent messages or to the left for user messages to activate the reply-to feature.