React to a message with an emoji

Reactions let you respond to a specific message with an emoji, just like WhatsApp or Telegram, without adding a new bubble to the conversation. They're handy for confirming something ("👍"), giving a customer the thumbs-up, or reacting to a teammate's internal note.

Steps

1. In the Inbox, open the conversation and find the message you want to react to (yours or the customer's).
2. Hover over the message bubble — a small smiley icon appears in one corner.
3. Click that icon. A row of 10 quick emojis opens: 👍 ❤️ 😂 😮 😢 🙏 🔥 💯 👏 🎉.
4. Pick an emoji. The reaction appears under the message, grouped by emoji with a counter.

Removing or changing a reaction

Click the reaction chip you already placed (the one with your emoji) to remove it. To switch emojis, remove the current one and pick a new one from the same picker.

Example

A customer writes "Can I pay tomorrow?" and the agent replies with a 👍 reaction instead of typing "Sure, no problem" — the customer sees it instantly and the conversation stays lighter.

Supported channels

Reactions work on most channels (WhatsApp, Webchat, Instagram, Messenger, Telegram). They're not available on TikTok, which doesn't support this content type at the platform level.

Troubleshooting

If you don't see the reaction icon on hover, check that the channel for that conversation supports reactions. If the emoji doesn't save, refresh the page — it may be a momentary real-time connection issue.