The composer
Open any conversation to see the composer at the bottom. It supports:- plain text, line breaks, and basic Markdown where the channel allows it
- file attachments (drag and drop)
- emoji via
:— start typing to search - macros via
/— insert saved replies - mentions via
@— notify a teammate inline
AI drafts
When your agent can help, a ✨ Draft with AI button appears above the composer. Click it to get a reply suggestion based on the conversation context and your knowledge base. The draft lands in the composer — you can send it as-is, edit it, or discard it. Nothing is sent to the customer until you hit Send.Taking over from the AI
If the AI is already handling a conversation, sending your own reply automatically takes the conversation over — the AI steps back and won’t reply again unless you explicitly hand it back. To hand back: click the AI badge in the header → Let AI continue.Macros (saved replies)
Type/ in the composer to open the macro picker. Pick one, it inserts the body. Variables like {{contact.first_name}} are replaced on send.
Create macros in Settings → Macros. See Macros.
Internal notes
Toggle Note in the composer to write something only teammates see — never sent to the customer.@-mention a colleague to notify them. See the dedicated Internal notes page for the full flow, including notification behaviour and Markdown support.
Internal notes (and
@-mention) require Growth or above (paywall key tickets.add_internal_note). Starter shows the toggle but blocks posting.Keyboard shortcuts
The Search button in the top bar opens the command palette; jump to any page from there.