Every message has its own quick actions. Hover a message to react, or open its menu to reply, copy a link, mark it unread, or save it to your Knowledge Base.
1
React from the hover bar
Hover over any message to reveal a quick-reaction bar — tap 👍 ❤️ 😂 😮 😢 🙏, or the + to pick any emoji. Tapping the same reaction again removes it, and your reaction shows as a small chip on the message.
2
More actions from the ⋮ menu
Open a message's ⋮ menu for the rest: Copy link (a deep link straight to that message), Reply, Mark as unread (received messages only), and Add to Knowledge Base.
3
Reply to a specific message
Choose Reply and a preview of the original appears above the composer. Type your response and it's sent as a quoted reply, so the customer sees exactly what you're answering. Click the × to cancel.