replybek.Docs

Inbox

Replies and notes.

Reply to customers, leave private notes for your team, and send files both ways.

The box at the bottom of a conversation has two tabs: Reply and Internal note. To reply, take over the conversation first. You can add notes at any time.

Reply to the customer

Write your message and press Enter, or Send reply. Shift+Enter starts a new line. The customer sees your reply in their chat right away. If they closed the page, they see it when they come back.

Leave an internal note

Switch to Internal note to write something only your team sees: a reminder, a question for a colleague, or what you checked. Notes appear in the transcript with a yellow background. Customers never see them.

An internal note for a colleague. The customer doesn't see it.

On a conversation the AI is still handling, Add note lets you leave a note without taking over.

Send and receive files

Press the paperclip to send a photo or a document with your reply: JPG, PNG, WebP or GIF photos, PDFs, and TXT, CSV, DOCX or XLSX files, up to 10 MB. The customer can open or download it in the chat.

Reply with a PDF. It appears in the transcript and in the customer's chat.

Files customers send appear in the transcript too. Photos show as pictures; documents show as files you can open. Only members of your workspace can open them.