Message Input

The Message Input area lets agents compose, format, and send messages—and choose how the message is posted in the thread.

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Reply modes

Use the selector at the far left of the composer to choose a mode:

• Reply Sends a public message to the customer on the active channel (Messenger, Website, etc.). Appears in the customer’s chat and counts as an agent reply.

• Private note Adds an internal-only note to the conversation. Visible to teammates in CX Genie, not sent to the customer. Great for handoffs or internal context. Tip: You can @mention teammates in private notes to notify them.

Formatting tools

• Bold, Italic, Underline, Strikethrough (Ctrl+Shift+X)

• Insert link

• Numbered list / Bulleted list

Use these to keep replies clear and structured.

Additional tools

• Shortcuts: open the shortcut library to insert saved replies or templates (and create new ones).

• Attach file (paperclip): upload documents, images, or other files.

• Emoji picker: insert emojis if your brand style allows.

Sending options

• Send: dispatch the composed text.

• Voice message (microphone): record and send an audio reply instead of typing.

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Notes

• Use formatting options to keep replies clear and professional.

• File attachments should follow CXG guidelines on size and format.

• Voice messages are useful for quick responses but may not be suitable for all customer interactions.