Sending Messages
In Live Chat, you can send different types of messages to customers depending on the conversation state.
Text Messages
Type your message in the input area at the bottom of the conversation view and press Send or hit Enter. This works during an active 24-hour session.
Media Messages
You can send rich media alongside text:
- Images — Photos, screenshots, product images
- Videos — Short video clips
- Documents — PDFs, spreadsheets, and other files
Click the attachment icon in the message input to upload media.
Template Messages
When the 24-hour messaging window has expired, you need to send an approved template to restart the conversation.
- Click the template icon in the message input
- Browse or search for an approved template
- Fill in any variable values
- Send the template
You can only send free-form text and media messages within 24 hours of the customer’s last message. After that window closes, only approved templates can be sent.
Message Status
Each sent message shows a delivery status:
| Status | Meaning |
|---|---|
| Sent | Message left the server |
| Delivered | Message reached the customer’s phone |
| Read | Customer opened the message |
| Failed | Message could not be delivered |
Quick Replies
If a customer taps a Quick Reply button on a template you sent, their reply appears as a regular message in the conversation. You can continue the conversation from there.
Messages sent in Live Chat are visible to all agents who have access to the conversation. There’s no private messaging between agents within a conversation.