15 Jul 2026: New Reply Box

Ricardo Updated by Ricardo

We've re-built the most used part of Turn.io from scratch, the Inbox's Reply box, so that it's faster, more integrated, and packs a bunch of new features.

The core parts of it, like replying, have been kept familiar, so that you don't have to re-learn them. In this article, we'll take you through the major differences and what's new.

What's different

Slimmer

When not being used, the Reply box is slimmer by default — allowing you to read more of the conversation:

Then, as soon as you type or hover it with your mouse, it grows so that you can see more of your reply:

We've also moved the bot status indicator inside it, so that the whole page has more space to show more of the conversation:

More integrated

The reply box now sits inside the conversation thread, sitting closer to the action and, to be honest, looking much better:

Templates

This is one of the biggest changes. Now, instead of editing the placeholders of your template separately to the template itself, you edit things inline, allowing you to preview how your template will look like to users:

AI Suggested replies

Suggested replies have moved locations. Now, they live side-by-side with templates and content:

Attachments & Voice notes

So that you aren't overwhelmed with options, we moved attachments to the More options menu:

Formatting

To format text, simply select the text you want to format and choose how you want to format it:

What's new

Drag and drop

Want to send something to users? No more having to click 3 things; simply drag and drop them into the reply box!

Interactive buttons

You can now construct and send interactive messages directly from the inbox!

Mention teammates with your keyboard

You can now @ mention your teammates using your keyboard: either filter by using their name, or use the up and down arrows in your keyboard to move around the options:

Voice notes & stickers are now FUN

Go ahead and give them a go 😉

And that's IT. This has been a long overdue change to one of the key areas of our product. As with everything that gets used a lot, the first few days might take some adjusting. But after that, we hope that this has made your life easier and better.

If you want to learn more about the reply box, head over here: The Reply Box.

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