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Messages, attachments and rich replies

This page explains what you can put in a reply and how messages behave after sending. For the basics of replying, see Work a conversation.

Messages

Each message in the timeline has a kind (customer message, reply, internal note and more), a visibility (public or internal) and a direction. Replies show their delivery status: queued, sent, delivered, failed, bounced or read. Cliedesk updates it from the mail queue and from delivery reports. The original email HTML is kept next to the text. Buttons and cards in chat messages are kept too.

Format a reply

The reply box understands simple formatting:

  • **bold**, `inline code` and code blocks,
  • lists that start with -,
  • tables written with | between cells.

Cliedesk sends this as formatted email. Channels that only take plain text, such as chat notifications, get a readable version: table cells separated, list items with dashes and code on its own lines.

Other things you can add:

  • Insert emoji opens the Emoji menu.
  • Type ? to insert a help article. See Help center.
  • With WooCommerce, select Add product and Find a product to add a product card. Chat customers see a live card. Email customers get a link.
  • Attachments up to 20 MB each. Larger totals are sent as signed download links.

The reply box uses your browser’s spell checker, in the customer’s language for replies. Turn it on or off with Spell check in the account menu.

Voice notes

In a browser with a microphone:

  1. Select Voice note. Recording starts and shows the running time.
  2. Select Stop, or wait for the limit (180 seconds by default).
  3. The recording is attached to your reply like any file. Send the reply.

Chat customers play the voice note in the widget. Email customers get it as an attachment or a link. A transcript of the voice note is available with Cliedesk Pro.

Preview attachments

  • Images show as thumbnails. Select one to open it large. Use Zoom in and Zoom out (up to 5 times).
  • PDF files open in a preview window.
  • Audio and video play in the conversation.
  • Other files download.

Links to files are personal and expire after 15 minutes. Cliedesk checks the real file type at upload, so a program renamed as an image is refused.

Edit a sent chat reply

You can edit your own reply in a widget chat:

  1. Open More actions for this message on your reply and select Edit…. For your last reply, you can also press the up arrow in an empty reply box.
  2. Change the text and save.

The customer’s chat shows the new text. Your reply shows (edited). Select Edited. Show earlier versions to see the last 20 versions. You cannot edit email replies or replies by other people.