Emojis
Three ways to drop emoji into a reply — use whichever your muscle memory likes.
Type :smile:, :fire:, :heart: — they convert to 😄 🔥 ❤️ on send.
Click + left of the input → Emoji. Search by name, click to insert.
Paste any emoji directly: 🦖 🎉 🌈 — emoji-only messages render larger, Slack-style.
Text formatting
A tiny Markdown subset — handy for highlighting a word or quoting someone.
Wrap text with **double asterisks** for bold, or *single* for italic.
Backticks around a snippet: `like this` renders as monospace. Good for URLs you don't want auto-linked.
Start a line with > + space to render it as a quote block. Useful for replying to something specific without breaking thread.
Mentions & internal notes
In a note, type @ and start their name — autocomplete pops with everyone on the team. ↑ ↓ to pick, Tab or Enter to insert.
Mentioned teammates get a notification plus an unread badge in the bell — the customer never sees it.
Switch the composer to Note (or hit Tab from the reply box). Notes are yellow, stay private to your team, and live inline with the public replies so the full context is in one thread.
Use notes for handoffs, context, or a heads-up before you reassign.
Assigning & routing
Saved replies & macros
Type / in the composer and pick from the autocomplete to drop in a canned answer. Placeholders like {{first_name}} fill from the contact, so a templated reply still reads personal.
A macro bundles several actions into one click — insert a reply, add tags, set priority, then assign or close. Perfect for repetitive tickets where the whole resolution is the same every time.
Editing & deleting your own replies
5-minute window — hover your own reply → Edit or Delete to fix a typo before the customer reads it. After 5 min the actions disappear (an admin can still remove it).
Edited replies keep an (edited) tag next to the time so the conversation history stays honest.
Attachments
Click + → Attach or drag-and-drop onto the conversation. Limits: 15 MB, common formats (PNG / JPEG / GIF / WebP / PDF). Images re-encode and strip EXIF before sending — handy when a customer shares a screenshot.
Paste any link — the composer auto-detects images and renders them inline. Other URLs become clickable links with the same anti-spam guards as regular text.
Contact profile & history
Every conversation opens a contact profile beside the thread: the customer's name and email, the tags they carry, any custom attributes you store (plan, order count, last login), and a list of their past conversations. Click any past one to read it without leaving the inbox — so a returning customer never has to repeat themselves.
Custom attributes are pushed in via JWT or the API, so the profile reflects your own system of record, not just what the customer typed.
Notifications & sound
Header bell shows conversations assigned to you, @mentions in notes, and new customer replies. Click to jump straight to the conversation.
Click Snooze on a conversation waiting on the customer. It drops out of your open queue and pops back to the top when they reply or the timer ends.
Sun / moon toggle in the header. Per-device setting; nothing is saved server-side.
Allow browser notifications and you'll get a desktop ping when a conversation is assigned to you or a customer replies — even on another tab. Per-device.