Customers & Automation
Replying to Messages
Last updated 19 May 2026
Replying to Messages
Reply to inbox conversations from web or mobile. The composer is channel-aware, supports AI draft chips, quick replies, and pins to the keyboard on mobile.
Where to find it — Web: Sidebar → Inbox → open a conversation. Mobile: bottom tab → Inbox → open a conversation.
TL;DR
- Open any inbox conversation and reply via SMS, email, or Instagram DM (whichever channel the customer used).
- AI draft chips above the composer suggest a reply grounded in your context — one tap to apply.
- Quick replies: type
/on web to insert a saved template; long-press the composer on mobile. - SMS requires a dedicated number (AU/GB); NZ is email-only. Instagram requires connecting an Instagram Business account.
The conversation header
Every conversation header carries the customer-initial avatar, name, status badge, and three actions:
- Call —
tel:link (web) or native dialer (mobile) - Summarise — AI rewrite of recent turns into a quick context block
- Assign — pick a team member responsible for this thread
Sending a reply
- Open Inbox and select a conversation.
- Choose how to compose:
- Tap an AI draft chip above the composer to apply a suggested reply (2 Sparks per draft)
- Type your own
- Press
/(web) or long-press composer (mobile) for a quick reply template
- Hit Send.
The send button is channel-aware — it sends SMS for SMS conversations, email for email, Instagram DM for Instagram, all from the same composer.
AI draft chips
Above the composer, AI suggests a reply based on the conversation context. Three channels supported:
- SMS — uses your brand voice
- Email — uses your email tone (typically more formal)
- Instagram DM — grounded in your services, prices, and live availability
Each chip has:
- Apply — drops the draft into the composer ready to send or edit
- 30-minute staleness warning — if older than 30 minutes since the conversation last moved, a "may be stale" hint appears
- Discard — dismiss the chip
Editing the draft before sending is normal — your edits help future drafts get better. Sent verbatim drafts are tracked separately so the system can learn where AI is landing well.
Quick replies
Saved templates for common questions. Manage them at Settings → Quick replies. Insert from the composer:
- Web: type
/to open the picker, then arrow keys + Enter to pick one - Mobile: long-press the composer or tap the templates icon
Quick replies are literal text inserts (320-char limit) — no merge fields, no AI rewriting. See Quick replies for managing the library.
Channel-specific behaviour
SMS
- Requires dedicated number (AU/GB).
- Composer blocks sending and shows a warning banner if the customer has opted out (replied STOP).
- AI auto-respond can handle up to 3 turns before escalating.
- See SMS allocation and limits.
- All markets supported.
- No character limit; uses your venue's branded email template.
Instagram DM
- Requires Instagram Business account connected via Settings → Integrations → Instagram.
- AI auto-sends have a 5-minute Retract button (sends a follow-up disclaimer and flags the thread).
- 24-hour Meta messaging window — Instagram only allows replies within 24h of the customer's last inbound DM.
Sticky composer (mobile)
The mobile composer pins above the keyboard via KeyboardStickyView — no jumping when the keyboard opens, no awkward parent KeyboardAvoidingView. Type, send, or apply an AI chip without losing your place.
Common mistakes
| Problem | What to check |
|---|---|
| Send button is greyed out with a warning banner | Customer has opted out of SMS. Switch to email or contact another way. |
| AI draft says "may be stale" | The conversation moved on since the draft was generated. Discard and regenerate, or write a fresh reply. |
| Quick replies aren't appearing in the picker | Check Settings → Quick replies. The list is editable by owners and managers only. |
| Instagram reply rejected with "24-hour window closed" | Meta policy. Instagram only allows you to reply within 24 hours of the customer's last inbound DM. Ask them to send another message. |
| Reply went out but customer says they didn't receive it | Check Engage Activity Feed for the SMS or email status. Carrier delivery rates vary. |
FAQ
How do I reply to a customer message?
Open Inbox, select the conversation, either tap an AI draft chip to apply a suggested reply or type your own. Use / on web to insert a quick reply template. Send.
Can I reply by SMS from the inbox?
Yes, if your venue has a dedicated number in Australia or the United Kingdom. New Zealand venues can only reply by email. The composer disables sending and shows a warning if the customer has opted out of SMS.
What's the AI draft chip above the composer?
AI generates a reply suggestion grounded in your conversation context, brand voice, and venue data. Tap Apply to drop the draft into the composer ready to edit and send. Each draft or auto-send costs 2 Sparks. A 'may be stale' indicator appears if the conversation moved on since the draft was generated (30-minute window).
Can I retract an SMS reply I just sent?
Not for outbound SMS to a customer — once it's gone via the carrier, it can't be retracted. Instagram DMs have a 5-minute retract window for AI auto-sends only. Plan replies carefully on SMS; use AI drafts to catch issues before sending.