Table of Contents

The Reply Box

Raquel Updated by Raquel

The Replybox is the operator’s central workspace—a powerful toolbox designed for managing conversations efficiently.

In this guide, we’ll walk through all the available actions and features you can use to stay in control and deliver great support. The new Reply Box feels much more integrated, modern and packs a bunch of new features (such as button attachments, drag and drop uploading and keyboard navigation). We’ve done our best to keep existing workflows intact, while improving in obvious and more subtle ways.

AI suggested replies only works with OpenAI provider integration.

Let's dive in:

  1. Reply or Internal Note: In our reply box, change from Reply to "Internal note" to @mention a teammate directly, facilitating specific requests and improving team collaboration! The background color changes to yellow, distinguishing a note from a message.
  2. AI suggested replies, Content, Template, and Text Style:

AI suggested replies: AI suggested replies used to live in a popover, but now have their own dedicated area in the replybox. You can still tweak these suggestions to suit your needs.

Content: Predefined snippets work as before, but got more space. You attach them to the message and can compose before you send. 

Templates: Templates got a new look. The editing experience is a bit different now with an inline preview instead of a separate variable editing screen where your mind had to fill in the placeholders. You can now preview and send in one go. We’ve also improved pre-send validation and error messages, taking a bit of the guess work out of WA error codes.

Text Style: select the text you need, and the formatting tool box will appear:

Drag and drop upload: you can now drag files on the replybox to upload an attachment.

  1. (NEW!) Interactive Buttons: The operator now can send different types of interactive buttons. You can now add various button types to your messages. Before you had to create and send a template or start a journey, for example to ask a user for permission to call them. You can now do it directly from the replybox. We're trying out new features like sending a flow, reply buttons that start a journey and sending a contact info request message.

Buttons get attached to your message, so you can compose - mix and match. This works the same for all content (voice note, sticker, button, content, suggested reply), except templates.

  1. More Options (+): Attachment, Emoji, Stickers and Voice Record: enhance your conversations with expressive elements—add emojis 😊, send media files, record voice notes, or share stickers to make your interactions more personal and engaging.
  2. Close and Keep Assignment: Marks the conversation as closed but retains the assigned agent for continuity or follow-up.
    Close and Unassign: Closes the conversation and removes the agent assignment, allowing future messages to be routed dynamically.

Inbox Actions

  1. Assign to: the latest conversation will fill most of your screen, while more conversations can be found towards the right-hand side of the screen. If you look at the bottom left of your screen, you’ll notice an Assign button. From here, you can assign the conversation that is open on your screen to a specific operator. You can use the scroll bar to see your team members' names or search for them by typing their names into the search bar.
  2. Close a chat: when a chat is closed it will be gone from your Open list. There are two options to close a chat: Close and unassign or Close and keep assignment to the operator.

More Options

  1. Start journey action: once you trigger that action you will be prompted to select the desire journey. The user will then be interacting with that flow without you having to do anything. In the example below the user has a question but instead of sending multiple manual messages you can start the "Ask a question" journey that will automatically prompt and guide the user to collect the relevant details.
  2. Chat Link: option to copy the link of the conversation and paste it in any other forum you use as a team. That will take team members directly to the specific chat.
  3. Block a user: operators can protect themselves by blocking anyone who interacts inappropriately on the Turn Inbox. In the action bar below the Reply Box you will see a Block action. To block a user click on it.
    What does blocking do?
    - The conversation is moved to the Blocked section. It will be removed from any other regular collections.
    - No new messages from or to the user will show up in the interface. All communication is stopped (blocked) from both sides.
    - The Block button changes to Unblock. This provides visual feedback to operators that this user is blocked, and it lets them unblock a user, in case of a mistake.

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