Direct Sale AI

Sending Messages

Official guide · English · Version 9c253d0cf11816df

This guide explains how to communicate with customers through the Conversations page, including sending text messages, recording and sending voice messages, and attaching files.

Warning: You can only send messages when a conversation is in the "Handed to Human" or "Closed" status. If the conversation is in "Active" status (AI is handling it), you must first click "Take Over" to switch to operator mode before you can send messages. Users with the Viewer role cannot send messages.

Sending Text Messages

When a conversation is in operator mode (Handed to Human or Closed status), a text input field appears at the bottom of the conversation detail panel.

  1. Select a conversation that is in "Handed to Human" or "Closed" status. If the conversation is Active, click "Take Over" first.
  2. Click the text input field at the bottom of the conversation panel.
  3. Type your message.
  4. Send the message using one of these methods:
    • Press Enter on your keyboard (Shift+Enter is not supported for multiline -- your message sends immediately on Enter)
    • Click the Send button (the arrow icon on the right)
  5. The message appears in the conversation thread as an operator message, marked with your name and operator badge.
  6. The conversation view refreshes automatically to show the sent message.

Info: Your message is delivered to the customer through the same platform they are using. If the customer is chatting via Telegram, your message is sent to their Telegram. If they are using the website widget, the message appears in their chat window in real time via WebSocket.

Operator Message Indicators

Messages sent by operators are visually distinguished from AI messages:

  • An operator badge appears above the message content, showing a person-with-gear icon and the operator's display name
  • This helps everyone on your team identify which messages were sent by humans versus the AI chatbot
  • The operator's name, ID, and role are stored in the message metadata for record-keeping

Recording Voice Messages

You can record and send voice messages directly from the conversation panel. Voice messages are saved as audio attachments.

Starting a Recording

  1. In a conversation that is in operator mode, locate the microphone icon button next to the text input field.
  2. Click the microphone button.
  3. Your browser may request permission to access your microphone. Click "Allow" to grant access.
  4. Recording begins immediately. You will see:
    • A red pulsing dot indicating active recording
    • A timer showing the recording duration in MM:SS format
    • The text "Recording..." confirming the status
    • A Cancel button to discard the recording
    • A Send button (with a mute-microphone icon) to stop recording and send

Sending the Recording

  1. When you have finished speaking, click the Send button (shown with a red background and mute-microphone icon).
  2. The recording stops and the audio is automatically sent as a voice message.
  3. A loading indicator appears while the voice message is being uploaded and processed.
  4. Once sent, the message appears in the conversation thread.

Canceling a Recording

  1. While recording, click the Cancel button.
  2. The recording is discarded and no message is sent.
  3. The audio data is deleted and the recording timer resets.
  4. The microphone stream is stopped.

Info: Voice messages are recorded in WebM audio format. The audio file is uploaded directly to the server and saved as an attachment linked to the conversation. For operator voice messages, no speech-to-text transcription is performed -- the audio is sent as-is.

Microphone Access

  • The first time you use voice recording, your browser will ask for microphone permission.
  • If you deny microphone access, an alert will inform you that the microphone was denied and you will not be able to record voice messages.
  • You can change microphone permissions in your browser settings at any time.

Attaching Files

You can upload and send files as attachments with your messages. File attachments are useful for sending documents, images, or other materials to customers.

Supported File Types

The following file types are supported for attachments:

Category Supported Formats
Images JPEG, PNG, GIF, WebP
Documents PDF
Office Files Word (.doc, .docx), Excel (.xls, .xlsx), PowerPoint (.ppt, .pptx)

File Size Limit

Each file must be 10 MB or smaller. Files exceeding this limit will be rejected with an error message showing the filename.

Uploading Attachments

  1. In a conversation that is in operator mode, locate the paperclip icon button to the left of the text input field.
  2. Click the paperclip button. A file selection dialog opens.
  3. Select one or more files from your computer. You can select multiple files at once.
  4. Each file is validated for type and size:
    • If a file exceeds 10 MB, an alert appears: "File size exceeded" with the filename.
    • If a file type is not allowed, an alert appears: "File type not allowed" with the filename.
    • Valid files are uploaded immediately.
  5. While uploading, the paperclip button shows a loading spinner.
  6. Once uploaded, each file appears as a preview chip above the text input, showing:
    • A file type icon (image icon for images, document icon for other files)
    • The filename (truncated if too long)
    • An X button to remove the attachment before sending

Sending Messages with Attachments

  1. After uploading one or more attachments, you can optionally type a text message in the input field.
  2. Click the Send button or press Enter.
  3. The message is sent along with all pending attachments.
  4. If you send attachments without any text, the message content defaults to "(Attachment)".
  5. In the conversation thread, messages with attachments display a paperclip icon and a note indicating how many files were attached.

Removing Attachments Before Sending

If you change your mind about an attachment before sending:

  1. Locate the attachment preview chip above the text input.
  2. Click the X button on the attachment you want to remove.
  3. The attachment is removed from the pending list. It will not be included when you send your next message.

Info: Attachments are uploaded to the server immediately when you select them, but they are not linked to a message until you click Send. If you navigate away from the conversation or close the page before sending, the uploaded attachments will not be attached to any message.

Message Input States

The message input area changes its appearance based on the current situation:

State What You See
AI is active A "Take Over" button and the text "AI is handling this conversation." The text input is not available.
Operator mode (normal) A paperclip button, text input field, microphone button, and send button -- all ready for use.
Operator mode (recording) A red pulsing dot, recording timer, Cancel button, and Send button for the voice recording. The text input and other buttons are hidden.
Sending message The send button and input field are disabled with a loading spinner while the message is being sent.
Uploading file The paperclip button shows a loading spinner. The text input remains usable.
Viewer role A "Read-only access" notice. No input controls are shown.

Message Delivery

When you send a message as an operator, the system routes it to the correct platform automatically:

  1. Website conversations -- The message is pushed to the customer's chat widget in real time via WebSocket. The message also shows an operator indicator in the widget.
  2. Telegram conversations -- The message is sent through the connected Telegram bot to the customer's Telegram chat.
  3. WhatsApp conversations -- The message is sent through the connected WhatsApp Business API to the customer's WhatsApp.
  4. Instagram conversations -- The message is sent through the connected Instagram messaging API.

Warning: For Telegram, WhatsApp, and Instagram conversations, you must have an active, connected messaging integration for that platform. If no active connection exists for the platform, you will see an error when attempting to send a message. You can set up messaging connections in the Channels section of the dashboard.

Tips for Effective Messaging

  1. Review the conversation history before responding. Scroll through the message thread to understand the context of the customer's inquiry.
  2. Be concise and clear in your responses. Customers expect quick, helpful answers.
  3. Use attachments wisely -- Send product catalogs, order confirmations, or instructional documents as needed.
  4. Resume AI when done -- After you have resolved the customer's issue, click "Resume AI" so the chatbot can continue handling future messages in the conversation.
  5. Check lead scores -- Higher lead scores indicate customers who are more likely to convert. Prioritize these conversations for personalized attention.