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Reply to a customer

Answer a chat in the inbox, with text, a file or a reply to one of the customer's messages.

2 minutesAgents and team leadsUpdated

Before you start

Section titled “Before you start”

Send a reply

Section titled “Send a reply”
  1. In Inbox > Chats, click the chat.
  2. Click the message box at the bottom and type your reply.
  3. Press Enter to send it. Shift+Enter starts a new line.
Ravi types a reply to Priya about delivery to Pune and presses Enter to send it

To send with Ctrl+Enter (⌘Enter on a Mac) instead, so Enter always starts a new line, click the keyboard icon in the message box and choose it. Soosh remembers the choice in this browser.

Optional: send a photo, video or document

Section titled “Optional: send a photo, video or document”
  1. Click Attach file (the paperclip) and choose the file.
  2. Optional: in Caption, add a line of text to go with it.
  3. Click Send.

You can send images, videos, audio, PDFs and Word documents.

Optional: reply to one message

Section titled “Optional: reply to one message”

When a customer asks several things, quote the message you’re answering.

  1. Point at the customer’s message and click Reply.
  2. Type your answer and press Enter.

Result

Section titled “Result”

Your message appears on the right with your name. One grey tick means it was sent, two that it reached the customer’s phone, and two blue ticks that they read it.

Section titled “Related”