Sending a Message

Owned by Gnatta
Oct 02, 2024
4 min read

Quick links in this article:

In this article, we’re going to zoom right in on the reply box, inside the Interaction panel.

The reply box

To see a reply box, you’ll first need to open your Interactions radar, and select an interaction from the list. (Alternatively, search for a specific interaction using it’s ID, using the search in the top right).

The reply box will be at the bottom of the Interaction panel.

You can find the reply box at the bottom of the Interaction panel

This is where you compose, you guessed it, your response! All around the reply box you’ll find a range of useful options and tools:

reply box.png
Exploring your tools and options

  1. Filter the interaction to view individual conversations, or just the notes.

  2. The usual rich-text editing suspects - such as Bold, Underline or Italics.

  3. Next will take you to the next interaction on your radar awaiting a response - this will not ‘Close’ the interaction, it will just change the interaction you’re currently viewing. This is useful when you’re managing live channels. For example, if you’re handling two live chats at the same time, you can move back and forth quickly as each customer responds.

  4. Meet your agent toolkit! This is a selection of advanced tools, check out the next part of this article for more details.

  5. Ready to publish your masterpiece, and send your response? Hit Send! It’ll be sent instantly. P.S. No take-backsies, please double check every message before sending.

The reply box might look slightly different depending on the channel you’re responding on. For example, channels with a character limit will display that next to ‘Send’. We’ll cover the general features in this article.

The toolkit

At the bottom of the reply box, you’ll find the agent toolkit. This little tray contains a host of useful tools - though the tools available will vary depending on the channel the interaction is currently in. For example, you can add emoji characters and GIFs to your Facebook response - but not in email conversations.

We’ll cover some of the most important tools below.

Content Responses image-20240717-122348.png

Content Responses are covered here in more depth: https://gnatta.atlassian.net/wiki/spaces/HELP/pages/2429583371

Clicking on the first icon in your toolkit will open up the Content minipanel. This is a selection of prewritten responses, provided by your admin team and configured in your domain settings. If a relevant template is available, it’ll display here ready to be inserted into your message.

  1. You can click on the body of the response to see the whole message, as Gnatta displays a truncated preview.

  2. You can click on the title to insert the response into your message. This won’t send your message, it’ll just add it to the content area in your reply box, where you can make any further changes.

Notes image-20240717-123147.png

Interaction Notes are covered here in more depth: Interaction Notes

Clicking this will open the Notes minipanel so you can add a coloured note and stick it on the interaction timeline. Notes are always private to your domain, and can never be seen by any third party or customer.

Click the note icon in the bottom right to save your note on the interaction, or the X icon at the top to close the minipanel without posting your note.

Attachments image-20240717-123736.png

If the channel you are currently replying on permits attachments, the paperclip icon will display in the toolkit. Clicking the paperclip icon will open the attachments minipanel right below your reply box. You can add your files by dragging and dropping, or clicking to select a file in the explorer.

AI Assistant image-20240717-124719.png

Clicking on this icon will open up your Gnatta AI Assistant. This tool is designed for two primary uses:

  1. Summarising the conversation to save you time reading all of the messages exchanged thus far

  2. Drafting a response for you - change the tone of voice, check your spelling, even switch languages!

Troubleshooting

Sometimes, the Send button may be greyed out. There are a variety of reasons this might be, but some common suspects include:

  • Not having the correct User permissions to send a message

  • Trying to respond in the wrong context (for example, trying to reply publicly to a private message)

  • Too much time has passed since your last message, and the channel won’t let you respond (Facebook does this, for example)

  • You have exceeded the character limit on a channel with this restriction in place

Next steps

Now that you can send a message, check out this article to learn how to create notes on the interaction.

https://gnatta.atlassian.net/wiki/spaces/HELP/pages/2429386779