Work with Conversations
Reply, translate, transfer, search, share, and export customer chats.
Select a chat to open its message history and actions.
Send a Message
The composer supports:
- text and emoji;
- photos and videos;
- documents and other files;
- one voice message;
- one video note on supported integrations;
- replies to a specific message;
- reusable message templates.
Voice messages and video notes must be sent alone, without text or other attachments. Facebook Messenger does not support video notes in GChat.
Use Message Templates
Click the template control, or type / at the beginning of the composer and search by template name. Selecting a text template replaces the current text. A media template fills both its text and attachments.
Templates are inserted into the composer before sending, so you can review or edit the result. See Message Templates.
Translation
Set Your language and Client language in Profile. You can then:
- translate an incoming message and switch between original and translated text;
- translate the current outgoing draft before sending.
The translation action is unavailable when source and target languages are missing, identical, or when the composer contains an exclusive voice or video-note attachment.
Message Actions
| Action | Description |
|---|---|
| Reply | Creates a reply linked to a specific message. |
| Pin | Pins an eligible outgoing message in Telegram chats. |
| Retry | Retries your own failed manual outgoing message. |
| Download / Open | Downloads or opens supported media and documents. |
| Translate | Translates message text to your configured language. |
Message status indicators show whether an outgoing message is queued, sent, delivered, read, or failed.
Conversation Actions
| Action | Description |
|---|---|
| Star | Adds or removes the chat from Stars. |
| Share | Copies a direct link to the current chat. The recipient still needs workspace access. |
| Export dialog | Downloads the conversation as a JSON file when you have export permission. |
| Search | Searches inside the current message history. |
| Transfer chat | Reassigns a manual or unassigned chat to another staff member. |
| Client details | Opens client context when you have permission to manage it. |
Message Limits
| Channel | Text | Caption with media | Notes |
|---|---|---|---|
| Telegram Bot API | 4,096 | 1,024 | Pinning and video notes are supported. |
| Telegram User | 4,096 | 1,024 | Pinning and video notes are supported. |
| Facebook Messenger | 640 | 640 | Video notes are not supported. |
The composer displays the current character count and trims text to the channel limit.