Send a Text Message
Agents send customer-facing messages from the chat pane when a conversation is open in Inbox or Dashboard on app.kazenly.com.
Before You Can Send
| Situation | What you see |
|---|---|
| Bot is handling the thread | Banner: Conversation handled by Bot — use Take Over first |
| Thread assigned to another agent | Banner names the assignee — only supervisors and admins can send |
| WhatsApp customer care window closed | See Send a Utility Template or Internal Notes |
| Instagram 24h window closed | Take over for a Human Agent reply, or use internal notes — see chapter 9 |
Take Over (Bot Conversations)
When the bot owns the thread, the send button shows Take Over instead of Send. Click it (or Take Over in the chat header) to assign the conversation to yourself, then type your reply.
The composer placeholder changes from Take over conversation to send messages... to the normal message hint.
Type and Send
- Open a conversation from Inbox or Dashboard.
- Click the message box at the bottom.
- Type your message. Placeholder: Type your message... (use / for quick replies)
- Press Enter to send, or click Send.
On small screens the button may show only the send icon; on larger screens it reads Send.
Multi-Line Messages
The composer grows as you type (up to a few lines).
| Device | Enter | New line |
|---|---|---|
| Desktop / laptop | Enter sends | Shift+Enter |
| Phone (narrow screen) | Enter adds a new line | Use Send to send |
Channel Notes
| Channel | Text send |
|---|---|
| Text plus optional media — see Send Image, Document, or Voice | |
| Text only in this release — see Instagram Is Text-Only |
Related Articles
- Answer a WhatsApp Chat — journey (G5)
- Quick Replies (8.4)
- Internal Notes (8.6)
- Opening a Chat (4.7)
- Customer care windows (chapter 9)