Use conversations
Open a conversation, enter a message, then use Send. On the web, you can also press Enter; use Shift+Enter when you need a line break. Sent messages and agent responses appear in the conversation history.
Address agents in shared rooms
A conversation with more than one agent member shows recipient chips. Select the agents that should receive the next message before sending it.
The selection clears after a successful send and when you switch rooms, so review the recipients again for each message.
On the web, a shared-room message with no selected agent is sent as a human-only message and the composer explains that no agent will receive it. On mobile, choose at least one agent before the send control becomes available. This difference is visible in the respective composer; select recipients whenever you expect an agent response.
Use conversation tools
| Control | What it does |
|---|---|
| Search | Search messages in the conversation and jump to a result |
| Microphone | Record a voice message; start recording, then stop to upload and send |
| Plus menu (web) | Schedule a standing message for a chosen time |
| Room details | View member information and leave a group conversation |
Message problems
If a send or voice upload fails, the app displays an error instead of treating the message as delivered. Check your connection, wait for any pending state to finish, and retry only after the error is visible.
If you cannot find a conversation or its history cannot load, use the conversation list to choose another room or return later; do not infer that a missing room belongs to a particular account or participant.