Replying and notes
The composer at the bottom of a conversation has two tabs — same rich-text editor underneath, very different audiences.
- Reply sends to the customer. It supports Cc/Bcc (tucked behind a toggle), a “Status after send” choice (leave as-is, or set Active/Pending/Closed), and a Reply button with a dropdown for Send & close and Send later (In 1 hour, This evening, Tomorrow morning, or a custom date/time). After sending, you get 15 seconds to undo — it restores the message as a draft.
- Add note is internal — the customer never sees it. Notes support
@mention autocomplete: type
@, pick a teammate from the dropdown (arrow keys to navigate, Enter or Tab to insert, Esc to dismiss).
Both are the same rich-text editor: bold/italic, headings, lists, quotes, tables, links, and — on the reply side only — image upload (paste or drop an image and it’s inlined automatically).
Saved replies
Section titled “Saved replies”If the mailbox has any, a Saved replies dropdown next to the tabs inserts one at the cursor. They’re managed under Settings → Saved Replies — an admin (or anyone with the right permission) creates them with just a Name and a Body.
One thing worth knowing: the saved-reply editor’s own description claims “placeholders are filled at send time,” but that substitution isn’t actually wired up for replies or notes today — it only runs for mailbox signatures and auto-reply templates. Whatever a saved reply’s body says is what gets sent, verbatim.
Drafts
Section titled “Drafts”Save draft persists whatever’s in the editor without sending. Once you’ve started something, it also autosaves every 12 seconds while you have unsaved changes — you’ll see a small “Draft saved” indicator, no action needed. Drafts show up in the conversation’s timeline with a dashed border; reopen one to keep editing, or delete it.
Enter to send
Section titled “Enter to send”There’s a per-user “Enter sends” toggle. On, plain Enter submits whichever tab you’re on (reply or note) and Shift+Enter makes a newline instead. Off, Enter is just a newline like normal.
A couple of guardrails
Section titled “A couple of guardrails”- Replying to an address that looks like a no-reply mailbox shows an inline warning before you send.
- “After sending” (in Settings, not the per-message dropdown) sets your default: stay on the conversation, jump to the next active one in the folder, or go back to the list.