Send Replies, Media and Attachments
Reply from Smart Inbox using text, quick replies, templates, images, documents, audio, video and supported attachments.
Overview
Search Aliases: send message, attach file, send image, send document, reply to customer
MAIN CONCEPTS & FIELDS
| Manual Reply | Agent-written response. |
|---|---|
| Quick Reply | Saved internal response shortcut. |
| Template | Provider-approved or structured message used where required. |
| Variable | Placeholder replaced with customer or business data. |
| Attachment | Supported image, document, audio, video or other file. |
| Channel Window | Provider rule affecting normal replies. |
| Delivery Status | Provider-supported sent, delivered, read or failed event. |
Step-by-step instructions
- Open Smart Inbox and the conversation.
- Review the customer history and channel.
- Write a reply or select an approved reusable response.
- If using a template, select the correct language and map variables.
- Add supported media when needed.
- Preview content, links, variables and attachment.
- Send.
- Review the status or provider error.
- Create a follow-up when the next action is not immediate.
Best practices
- Use short paragraphs for messaging channels.
- Verify price, stock, schedule and policy before sending.
- Use current approved brochures and files.
- Do not send unnecessary sensitive documents.
- Use a template only for the intended category and purpose.
COMMON ISSUES & SOLUTIONS
| Send button unavailable | Check assignment, role and connection. |
|---|---|
| Template required | Review the provider service window and approved template status. |
| Variable is blank | Check contact/custom field mapping and fallback value. |
| Attachment fails | Check file type, size, provider support and storage. |
| Delivery status is missing | Check provider event support and webhook/event delivery. |
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