> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/managing-conversations/reply-to-a-customer.md). # Reply to a Customer This page explains how to reply to customers inside LiveChat. After opening a conversation, users can send replies based on the conversation channel, session status, available permissions, and enabled services. ### Before replying Before replying to a customer, make sure that: * You opened the correct customer conversation. * The conversation is assigned to you, or you have permission to reply. * The customer session is open, or you have an approved template message available. * The message content is clear, professional, and relevant to the customer’s request. ### Reply using a normal message A normal message can be sent when the customer session is open. To send a normal reply: 1. Open the customer conversation. 2. Write your message in the message box. 3. Review the message before sending. 4. Click **Send**. The message will be sent to the customer through the conversation channel, such as WhatsApp or the website chat widget. ### WhatsApp session rules For WhatsApp conversations, agents can send normal messages only when there is an open customer session. A WhatsApp session is considered open from the last message received from the customer and remains open for 24 hours. If the customer sends another message during that period, the 24-hour session starts again from the latest customer reply. When the session is open, agents can reply using: * Normal text messages * Fast responses * Supported attachments If the session is closed, the agent must send an approved template message and wait for the customer to reply before continuing with normal messages. ### Send a Template Message Template messages are approved WhatsApp message templates used to start or continue a conversation when there is no active customer session. To send a template message: 1. Go to the **Chats** page. 2. Click the **+** button next to the chat views. 3. Enter the customer’s mobile number with the country code. Example: ``` 9665XXXXXXXX ``` 4. Select the approved template message you want to send. 5. Fill in the required variables, if the selected template includes variables. 6. Add an attachment, if the selected template includes an attachment field. 7. Make sure the attachment size is less than 5 MB. 8. Review the message details. 9. Click **Send**. After the template message is sent, the conversation will open in **My Chats** and will be assigned to the agent who sent the template. After the customer replies, the WhatsApp session becomes open, and the agent can continue the conversation using normal messages or fast responses. #### Important notes about template messages Template messages may be charged when sent, unless the message is a utility message sent during an open customer session. It is recommended to send only one template message and wait for the customer’s response to avoid disturbing the customer. If an agent sends a template message and then tries to send a normal message before the customer replies, the normal message will not be delivered because there is no open session yet. ### Use fast responses Fast responses are saved replies that help agents respond faster and keep messages consistent. To use a fast response while replying: 1. Open the customer conversation. 2. Click the fast response option. 3. Select the suitable saved response. 4. Review the message before sending. 5. Click **Send**. Fast responses can be used during an open customer session. Access to fast responses may depend on the permissions assigned by the admin. ### Send Attachments Agents may be able to send supported files inside the conversation. Depending on WhatsApp API supported media types, attachments may include images, documents, videos, audio files, and stickers. #### Supported attachment types | Type | Supported formats | Maximum size | | --------- | ----------------------------------------- | -------------------------------------------------------- | | Images | JPEG, PNG | 5 MB | | Documents | PDF, TXT, XLS, XLSX, DOC, DOCX, PPT, PPTX | 100 MB | | Videos | MP4, 3GP | 16 MB | | Audio | AAC, AMR, MP3, M4A, OGG | 16 MB | | Stickers | WEBP | 100 KB for static stickers, 500 KB for animated stickers | #### How to send an attachment To send an attachment: 1. Open the customer conversation. 2. Click the attachment option. 3. Select the file from your device. 4. Wait for the file to upload. 5. Add a caption in the same message, if needed. 6. You can also remove the file name and replace it with a clear caption before sending. 7. Review the message and attachment. 8. Click **Send**. #### Important notes Make sure the file type and size are supported before sending. For images, WhatsApp API supports **JPEG** and **PNG** files. For videos, WhatsApp API supports **MP4** and **3GP** files. Videos should use supported codecs, such as H.264 video and AAC audio. For documents, common business files such as PDF, Word, Excel, PowerPoint, and TXT files are supported. If the file type or size is not supported, the message may fail to send. ### Add an internal note Agents can use the **Note** toggle to write an internal note inside the conversation. Internal notes are used for team communication and are not sent to the customer. Use internal notes when you need to: * Add context about the customer request * Leave instructions for another agent * Explain an action taken * Add follow-up details * Support supervisors when reviewing the conversation To add an internal note: 1. Open the customer conversation. 2. Activate the **Note** toggle. 3. Write the internal note in the message box. 4. Click **Send**. The note will appear inside the chat for internal users only. The customer will not see the note. ### View sent media The **Media** button allows users to view media files sent inside the conversation. This helps agents find previous attachments more easily without scrolling through the full chat history. Use the Media button when you need to quickly review files that were shared during the conversation. ### Reply through the Website Chat Widget If the customer contacts the company through the website chat widget, the conversation will appear inside LiveChat. Instead of showing a WhatsApp phone number, website chat widget conversations are identified using a **session ID**. This helps agents recognize that the message was received from the website chat widget, not from WhatsApp. Agents can open the conversation and reply from the same chat window, based on the conversation status and available permissions. Website chat widget conversations are handled as website sessions and are not identified by a WhatsApp number. ### When you cannot reply In some cases, you may not be able to send a message. This may happen when: * The conversation is assigned to another agent. * The WhatsApp session is closed and no template message was sent. * The customer has not replied after receiving a template message. * The service or channel is not available. If you cannot reply, review the conversation status or contact your supervisor/admin for support. ### Best practices when replying When replying to customers: * Keep the message clear and professional. * Review the customer’s previous messages before responding. * Use fast responses when suitable, but personalize the reply when needed. * Avoid sending repeated template messages without customer response. * Use internal notes for team instructions, not customer-facing messages. * Close or archive the chat when the conversation is completed. ### Next step After learning how to reply to customers, continue to the **Use Fast Responses** page to learn how saved replies can help agents respond faster.