Reactions, copy and forward

Hover over a message (on a phone, the buttons are always there) to see these buttons under it:

Reactions

When a customer reacts to a message (👍 ❤️ 🙏 …), you see the emoji under that message, just like on the phone. Hover over it to see who reacted. To react yourself, tap 😊 and pick 👍 ❤️ 😂 😮 🙏 or ✅. The customer sees it on their phone straight away. Tap the same emoji again to take it back. Your team sees your name on the reaction. A reaction doesn’t move the chat to the top and doesn’t count as a reply, so a customer who was waiting for an answer is still waiting.

Emojis in a reply

Tap 😊 next to 📎 in the reply box to open the emoji panel, then tap the emojis to add. They go where your cursor is, in a reply or an internal note. On a phone, you can also use your keyboard’s emojis as usual.

Copy a message

Tap 📋 to copy the message’s words, then paste them anywhere. For a photo or document, this copies its caption. To send the photo itself on, use ↪ instead.

Forward a message

1. Tap ↪ on the message. For a group of photos sent together, this forwards all of them.
2. Search for and tick up to 5 chats.
3. Tap Forward.

Each one arrives as a new message from your number, with photos, videos, voice notes and documents included. The customer doesn’t see where it came from.

Several messages at once

1. Tap ☑️ on a message. On a phone you can also press and hold a message, like in WhatsApp, or tap ⋯ at the top of the chat, then ☑️ Select messages.
2. Tap each other message you want. A tick shows on the ones you picked. Tap one again to untick it.
3. At the bottom, choose:
   • 📋 Copy copies them all, oldest first, each with its time and who wrote it.
   • ↪ Forward sends them, in order, to up to 5 chats. You can forward up to 20 messages at a time.
4. Cancel takes you back to the reply box.

Internal notes can be copied but never forwarded, so they always stay inside your team.