The main place where you store the communications with your users is the window Conversations.
This is where you can send messages to users personally. How do you do that?
Basically, you need to choose the conversation from the list on the left and type the message in the window on the bottom of the conversation.
To save time you can use "Default replies" (the first icon on the bottom right; the round one). Start with # then begin typing the phrase saved in "Default Replies" and the message will appear for you. You can find more info about default replies here.
In the top right corner of the message field, you have a smiley face icon. Click on it for a menu of emoticons.
To send the final message, press the button Reply or “Enter” on the keyboard.
What are notes?
From the same window (on the bottom left), you can switch from mode, "Chat" to mode, "Note".
Notes are messages visible only to agents. Your users won't see them, allowing you to discreetly share useful information about the conversation or users with your team-members.
Where else can I send chat messages from?
You can send a chat message to the user directly from the section People:
- Directly above the contact list, you will find the button Send a message. Click on this button and you’ll see two options: Chat messages or Email messages. Simply choose which one you need, click on it and create a message. Remember! You need to choose the receivers first. Otherwise the message will go to every user in the database.
- Click the Chat icon to the right of the name of the user and you’ll be sent to the chat panel with the conversation already opened.
- The Actions: Send a chat message from the action path automatically to a target group of people. See more in: How to automate sending messages.