When a customer asks several things or missed your earlier answer, reply to their exact message — like swiping to reply on WhatsApp.
Where to find it
Open a chat in Admin › CRM › Inbox. Under every message, next to the time, there is ↩ Reply. It works on the customer's messages and on your own.
Step by step
- Press ↩ Reply under the message you are answering.
- That message shows above the typing box with a green line.
- Write and send your answer. To cancel, press × on the green bar (or Esc).
What the customer sees
- WhatsApp: a real reply — the customer's message shows above your answer, just like a swipe-reply on the phone.
- Messenger, Instagram and the website live chat: these do not let a business send a real reply, so a short quote of the message goes on the first line, for example: ↪ “Do you have XL?” followed by your answer.
Good to know
- When a customer replies to a message themselves (on WhatsApp or Messenger), the inbox shows which message they answered. Tap the quote to jump to it.
- The reply goes with the text; a photo sent with it goes as its own message.
- Call lines ("Missed call" and so on) and messages that failed have no Reply.
- Answers to post comments still go under the comment as before.
Read more
Still need help?
Ask in our Facebook group — the team and other shop owners answer there.
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