> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Replying to conversations

> The composer, AI drafts, macros and keyboard shortcuts.

Replying is the thing you'll do most. Keloa's composer is built to be fast — rich text where you need it, AI assistance on tap, and keyboard shortcuts for everything.

## 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

Send with <kbd>Cmd</kbd>/<kbd>Ctrl</kbd> + <kbd>Enter</kbd>.

## 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.

<Tip>
  The first time an AI draft surprises you, open the conversation's **Sources** panel — you'll see exactly which knowledge pages it pulled from.
</Tip>

## 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](/inbox/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](/inbox/internal-notes) page for the full flow, including notification behaviour and Markdown support.

<Note>
  Internal notes (and `@`-mention) require **Growth or above** (paywall key `tickets.add_internal_note`). Starter shows the toggle but blocks posting.
</Note>

## Keyboard shortcuts

| Shortcut                                                                            | Action                        |
| ----------------------------------------------------------------------------------- | ----------------------------- |
| <kbd>j</kbd> / <kbd>k</kbd>                                                         | Next / previous conversation  |
| <kbd>e</kbd>                                                                        | Resolve the open conversation |
| <kbd>Esc</kbd>                                                                      | Clear bulk-selection          |
| <kbd>Cmd</kbd>+<kbd>Enter</kbd> (<kbd>Ctrl</kbd>+<kbd>Enter</kbd> on Windows/Linux) | Send the composer             |
| <kbd>Cmd</kbd>+<kbd>/</kbd> (<kbd>Ctrl</kbd>+<kbd>/</kbd> on Windows/Linux)         | Insert a macro                |

The **Search** button in the top bar opens the command palette; jump to any page from there.

## Channel quirks to know

| Channel                   | Note                                                                                       |
| ------------------------- | ------------------------------------------------------------------------------------------ |
| **WhatsApp**              | Outside the 24-hour customer service window, you can only send approved template messages. |
| **Instagram / Messenger** | Attachments are limited to images, short videos, and audio.                                |
| **Email**                 | Your reply includes your workspace signature and threads with the original.                |
| **Webchat**               | Attachments appear inline; typing indicators show both ways.                               |