IM Inbox Message Composer to Manage Customer Conversations
When you handle customer chats, your goal is to respond quickly, clearly, and consistently. The Message Composer in Zoho Desk’s Inbox is designed to help you do just that. This guide will show you how to use the composer effectively, from writing replies and using canned messages to managing attachments and handling special situations, so you can resolve customer issues faster and with confidence.
What you can achieve using the Message Composer
- Respond faster without losing quality using pre-built tools
- Maintain consistent communication across conversations with canned messages and knowledge base articles
- Manage more chats efficiently with shortcuts like Send & Close and session awareness
- Reduce repetitive questions by sharing helpful KB articles
- Handle special cases smoothly, such as session limits and file upload issues
What the Message Composer includes
The composer is where you write, edit, and send your replies.
It offers:
- An emoji and special character picker (if enabled)
- File attachment support via drag-and-drop or upload
- Shortcuts to insert canned responses quickly by typing #
- Knowledge Base (KB) integration to search and share articles
How composer actions affect conversation status
Actions
Actions
| Action | What It Does | When to Use It | Resulting Status |
| Pickup | Takes ownership of an unclaimed chat. | When you want to handle a new conversation from the unassigned queue. | Yet to Respond |
| Send | Sends a reply and keeps the conversation open, waiting for customer response. | For ongoing conversations needing clarification or more input. | Responded |
| Send & Close | Sends a final reply and closes the conversation. | When the issue is fully resolved and no further help is needed. | Closed |
| End | Ends the conversation, removing it from active view. | When waiting on third parties or if the customer is silent but the case is pending. | Closed |
| Reopen | Reactivates a closed conversation for further interaction. | When a customer follows up or the issue wasn’t fully resolved. | Reopened (Open) |
| Block | Prevents a customer from messaging your team. | For spam, abuse, or policy violations, always document reasons. | Blocked |
| Unblock | Allows a previously blocked customer to contact you again. | When the block reason is resolved or was a mistake. | Returns to regular status |
Using other composer tools
Canned Messages
Type # to see predefined replies. Search by keyword or title, insert, and customize before sending. These are great for common questions like refund policies or delivery updates.
Organize canned messages by department to keep them relevant.
File attachments
Incoming Attachments
Incoming Attachments
Maximum File Size: 50MB (applies to all media types across all platforms)
WhatsApp
Telegram
LINE
WeChat
Facebook Messenger
Instagram
WhatsApp
| Media Type | Supported Formats | Max File Size |
| Image | .jpg, .jpeg, .png | 5MB |
| Document | .pdf, text/plain, .xls, .xlsx, .pptx, .doc, .docx | 50MB |
| Video | .3gp, .mp4 | 16MB |
| Audio | .mp3, .mpeg, .ogg, .amr, .acc, .vorbis | 16MB |
Telegram
| Media Type | Supported Formats | Max File Size |
| Image | .jpg, .jpeg, .png | 10MB |
| Document | .pdf | 20MB |
| Video | .mp4, .3gp | 20MB |
| Audio | .ogg, .mp3, .vorbis, .mpeg | 20MB |
LINE
| Media Type | Supported Formats | Max File Size |
| Image | .jpg, .jpeg, .png | 10MB |
| Video | .mp4, .3gp | 20MB |
| Audio | .ogg, .vorbis, .mp3 | 20MB |
| Document | ❌ Not supported | — |
WeChat
| Media Type | Supported Formats | Max File Size |
| Image | .jpg, .jpeg, .png | 10MB |
| Video | .mp4 | 10MB |
| Audio | .amr, .mpeg, .mp3 | 2MB |
Facebook Messenger
| Media Type | Supported Formats | Max File Size |
| Image | .jpg, .jpeg, .png | 8MB |
| Document | .pdf | 20MB |
| Video | .mp4, .mpeg, quicktime | 20MB |
| Audio | .mp3, .vorbis, .amr, .mpeg | 20MB |
Instagram
| Media Type | Supported Formats | Max File Size |
| Image | .jpeg, .png | 8MB |
| Video | .mp4, .ogg, quicktime, x-msvideo, .webm | 20MB |
| Audio | .x-aac, .m4a, .vnd, .wav, .mp4 | 20MB |
Knowledge Base (KB) integration
Click the KB icon to search and insert help articles into chats. You can customize the preview or link before sending. Customers can read articles directly, reducing repetitive queries.
Understanding session rules for messaging platforms
WhatsApp
Facebook Messenger
Instagram
WeChat
Telegram
LINE
Business Messaging
WhatsApp
| Session Duration | Post-Session Messaging Rules |
| 24 hours from the customer's last message | Only approved message templates are allowed after the session expires. New session starts if customer messages again. |
Facebook Messenger
| Session Duration | Post-Session Messaging Rules |
| 24 hours from last interaction | Messages allowed only with Message Tags or sponsored messages. 7-day opt-in exception via Facebook Login Connect. |
Instagram
| Session Duration | Post-Session Messaging Rules |
| 24 hours from the last user action | Same rules as Facebook Messenger. 7-day opt-in exception applies. |
WeChat
| Session Duration | Post-Session Messaging Rules |
| 48 hours from the last user message | No proactive messages unless the user re-engages. |
Telegram
| Session Duration | Post-Session Messaging Rules |
| No enforced limit | Businesses can message as long as the user initiated contact and has not blocked the bot. |
LINE
| Session Duration | Post-Session Messaging Rules |
| Depends on bot configuration | Some allow continuous messaging; others require user re-initiation. |
Business Messaging
| Session Duration | Post-Session Messaging Rules |
| Varies by session type | Unauthenticated sessions expire by inactivity/browser close; authenticated sessions depend on login/session rules. |
AI features to enhance your replies
- Tone Adjustment: Match your message tone (friendly, formal) to the customer’s situation while staying on-brand.
- Message Length Optimization: Make replies concise or detailed depending on the channel.
- Translation: Translate outgoing messages into the customer’s language; review AI translations for accuracy.
Handling special scenarios and edge cases
Silent Conversations
Send a polite follow-up like “Just checking in. Do you still need help?” Wait 30 minutes, then end if no reply.
Premature Closures
Confirm resolution before closing. Use Send instead of Send & Close if you're unsure. Wait for customer confirmation.
WhatsApp Session Expired
Use approved WhatsApp templates to reply. If none are available, switch to SMS or email and inform the customer.
File Upload Failure
Compress large files or use supported formats. Share via secure cloud links if needed.
Channel Disabled
Avoid replying on disabled channels.
Character Limit Exceeded
Shorten or split messages. Check platform limits.
No Templates Available
Notify the admin to add templates. Use other channels for urgent replies.
Message Send Failure
Check internet, refresh the page, confirm the session is active, then retry.
Unsupported Media Type
Convert files to supported formats (JPEG, MP4, PDF). Use alternate channels if needed.
Blocked Customer Tries to Contact
Use Unblock if appropriate, with supervisor approval.
Typing Message After Session Expiry
Switch to approved templates or other channels; unsent messages won’t deliver.
Duplicate Messages Sent
Send a short apology follow-up. Avoid repeated clicks if the send button is unresponsive.
Template Has No Personalization
Cancel and select another template. Request more flexible templates from the admin if needed.
Using Template Within Open Session
Not required; you can type freely during open sessions. Save templates for after session expiry.
No Canned Messages Available
Check availability with admin or department settings.
Troubleshooting and FAQ
What should I do if the customer responds again after I clicked Send & Closed?
You can use the Reopen action to continue the conversation, if needed
Why can’t I send a message on WhatsApp?
You are likely past the 24-hour session window. Use a preapproved WhatsApp template.
Why don’t canned messages appear when I type #?
Check spelling and permissions. Some messages may be restricted by department.
Why won't the KB article instert into the chat?
Confirm the article exists and is published. You can also try reloading the composer.
Why can’t agents pick conversations created from reactions?
Conversations created only from end-user reactions (emoji reactions) do not contain any valid incoming message. Since reactions are not treated as incoming messages, agents cannot pick or reply to these conversations.