Replying to a customer

Open a conversation and use the reply box at the bottom.

• Reply sends an email to the customer.
• Add note leaves an internal note your teammates can see but the customer can't. @mention a teammate to notify them.
• Type / to drop in a saved reply, or use the formatting toolbar for bold, italic and links.
• Attach files with the paperclip, and use Send & close to reply and resolve in one click.

The reply box can be enlarged (the diagonal-arrows button) or hidden (the ✕) while you read the thread.