Reply by quoting a message

When a conversation has several topics mixed together, quoting a specific message before replying avoids confusion — your reply stays visually anchored to the original, for both you and the customer.

Steps

1. Find the message you want to quote and hover over its bubble.
2. Open the three-dot menu that appears on the corner of the bubble.
3. Choose Reply. A banner appears above the composer's text box showing the sender and a preview of the quoted message.
4. Type your reply as usual and send it. The message goes out with the quote attached.
5. If you change your mind, click the × on the banner to remove the quote before sending.

Viewing the quoted message

On the sent bubble, the quote shows as a compact block above the new text. Clicking that block jumps to and highlights the original message in the timeline — handy in long conversations.

Example

A customer asks about the price of two products in the same message. The agent replies by quoting that exact message: "About this: product A is $25 and B is $40", keeping the reference clear even as other topics follow.

Tips

• Works the same for your own messages and the customer's.
• If the quoted message is an image, audio clip, or location, the banner shows a descriptive label ("Image", "Audio", "Location") instead of text.

Troubleshooting

If Reply doesn't show up in the three-dot menu, you're likely hovering over a system message or an internal note, neither of which support quoting.