Responding to Tickets
In the Support Inbox, your agents can respond to customer conversations across three channels — WhatsApp, Instagram, and Email — using channel-specific composer interfaces. Each composer is tailored to the platform’s capabilities, restrictions, and interaction models, enabling agents to deliver high-quality, compliant, and personalized responses.
WhatsApp Tickets
WhatsApp is a conversational-first, real-time messaging channel. Your agents can respond using a rich composer designed for fast, flexible, and commerce-enabled communication.
Feature | Description |
Text Reply | Standard freeform message box with support for rich formatting (bold, italic, underline via keyboard shortcuts). |
Quick Responses | Access pre-saved reply templates. Ideal for common queries like shipping, return policy, etc. |
Emojis | Emoji picker available for tone-appropriate responses. |
Image Upload | Drag-and-drop or upload product screenshots, documents, etc. Shown as inline media. |
Video Upload | Share videos — like product walkthroughs or tutorials. |
Document Attachment | Upload files like invoices, order summaries, etc. Max combined size: 20MB. |
List Messages | Send WhatsApp List Messages — structured menus with customer-selectable options. |
Template Messages | Required if the customer is outside the 24-hour window. These are Meta-approved messages used to restart the session. |
Channel Rules
- You can only send freeform messages within the 24-hour window.
- Outside of that, you must use pre-approved template messages.
- Ticket must be in
OpenorPendingstate to respond; cannot reply toClosedtickets without reopening.
Instagram Tickets
Instagram support includes both DMs and comment-based interactions. The composer supports rich messaging and media sharing, aligned with Instagram's guidelines.
Composer Features & How to Use Them
Feature | Description |
Text Reply | Compose freeform responses using rich text styling (bold, italic, underline). |
Image Upload | Upload media (e.g., product previews, promo banners) to send visually rich replies. |
Emojis | Insert emojis to match the tone of Instagram interactions. |
Channel Rules
- Instagram enforces a 7-day response window — you can only respond if the customer messaged you within the last 7 days.
- If the window expires, the customer must reinitiate the conversation.
- Some features (like attachments) may be restricted depending on Instagram’s API capabilities.
Responding to Email Tickets
Email support provides the most rich and structured communication interface — ideal for detailed queries, formal communication, and documentation-driven support.
Composer Features & How to Use Them
Feature | Description |
Rich Text Editor | Full WYSIWYG editor with support for bold, italic, underline, bullets, color, and code blocks. |
Inline Image Upload | Drag-and-drop or embed images directly within the email body. |
Document Attachments | Upload supporting documents. Max combined size for all attachments: 20MB. |
Expanded View | Expand the composer to a larger workspace for long or formatted replies. |
Keyboard Shortcuts | Standard formatting shortcuts: Ctrl/Cmd + B/I/U. |
Channel Rules
- The "To" field is auto-managed by the system — agents cannot edit it manually.
- You must reopen a
ResolvedorClosedticket to send a reply. - Responses are sent via the client’s configured email domain through the platform