Replies and notes
Reply to customers, leave notes for your team, and use images, saved replies and documentation links.
The box at the bottom of a conversation sends either a reply or a note. Switch between them with Reply and Note above the box.
- A reply goes to the customer.
- A note is only for your team. The customer never sees it.
Press ⌘ Enter (Ctrl Enter on Windows) to send, or ⌘ Shift Enter to send and close the conversation.
How the customer gets your reply
In a chat conversation, your reply shows in the chat on your website. If the customer does not see it within 10 minutes, SI Desk emails it to them. In an email conversation, your reply goes out as an email.
Images
Attach images with the attach button, or paste or drop them into the box. You can send PNG, JPEG, GIF and WebP images, up to 8 MB each and 6 per message. SI Desk removes hidden data, such as photo location, before it stores them.
Saved replies
Saved replies are answers you send often. Your whole team shares them.
- To insert one, open Saved replies and pick it.
- To add one, write the text in the box, open Saved replies and save it with a title.
Documentation links
Open Docs to link a page from your documentation site. It first lists the pages your team links most often. Type to search. The link goes in where your cursor is.
Drafts from the agent
Choose Ask the agent to draft in the conversation's menu, or press A. This opens a new agent thread with the conversation, and the agent drafts a reply there. Ask it to change the draft until it is right. It sends nothing until you tell it to.
Agents connected to SI Desk from outside, such as Claude, can also leave a draft in a conversation. It fills the reply box with a Draft from bar. Edit it and send it, or discard it.