# Message Input

<figure><img src="/files/CtoAU8OEVzXH9gfZuhO4" alt=""><figcaption></figcaption></figure>

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### Reply modes

<figure><img src="/files/xD5GQuPwyuID6s318kqu" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/KmKxRGrv3O4DTOx0KFol" alt=""><figcaption></figcaption></figure>

* **Bold**, **Italic**, **Underline**, **Strikethrough** (Ctrl+Shift+X)
* **Insert link**
* **Numbered list** / **Bulleted list**

Use these to keep replies clear and structured.

### Additional tools

<figure><img src="/files/6OJx3QWTQbKkFx3Ywa4S" alt=""><figcaption></figcaption></figure>

* **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.

***

### 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.


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