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