Communicate with customers
This guide covers how to send messages, share rich media content, make calls, and use templates to communicate effectively with customers across multiple channels.
Send messages
Conversations support more than one channel so the agent can choose which channel to use to reply to the customer. If the customer has more than one channel or more numbers per channel associated, the agent will have all the numbers available within the drop-down menu.
By default, the last channel used within the conversation will be pre-selected.
To send your message, type the message content and click Send message. To write an internal note, click Internal in the bottom right corner.
Agents can see the following info for sent messages:
- Delivered status for agent messages is now available for all channels
- Seen status is available for chat apps and Live Chat
- Rules made by customer apply here as well (hide when I read)
Send rich media
Customers can send rich media (depending on channel-specific policies) and it will be rendered in a way that agents can read it.
Supported rich media include:
- Images
- Files
- Video
- Audio
- Location
Messaging window supports different message formats depending on the channel capabilities:
| SMS | Viber | Messenger | ||
|---|---|---|---|---|
| Emoji | YES | YES | YES | YES |
| Bold | NO | NO | YES | NO |
| Italic | NO | NO | YES | NO |
| Underlined | NO | NO | NO | NO |
| Location | NO | YES | YES | YES |
| Sending media files | NO | YES | YES | YES |
Media files
Supported media file formats and maximum size (note that these are related to WhatsApp; other channels have different specifications):
| Media type | Size | File format |
|---|---|---|
| Image | 5 MB | JPG, JPEG, PNG |
| Audio | 16 MB | AAC, M4A, AMR, MP3, OGG, OPUS |
| Video | 16 MB | MP4, 3GPP |
| Document | 100 MB | PDF, DOC(X), PPT(X), XLS(X) |
To learn more about other channels' specifications, go here, find the appropriate channel in the Communication Channels section, and look for the message types descriptions.
Message length by channel
Supported message length depends on the channel and the values are listed below:
| Channel | Characters | Comment |
|---|---|---|
| SMS | 160 | More than 160 characters is possible but the message will be charged as two (or more) separate messages (depending on how many times 160 characters are used). |
| 3000 | ||
| Viber | 1000 | |
| Viber Bot | 1000 | |
| Messenger | 2000 | |
| LINE | 5000 | |
| Live Chat | 4096 | |
| 1000 | ||
| Telegram | 1000 | |
| RCS | 1000 | |
| Kakao Sangdam | 1000 | |
| Apple Messages for Business | 1000 |
Share location
To share a location:
- Select the Location icon.
- Type in the name of the location.
- Select the Share location button to send.
Share voice message
This feature is only available for the WhatsApp channel.
This feature enables you to convey information, instructions, or personal messages through spoken words instead of text.
You can record and share an audio message using your device microphone while communicating with customers over the WhatsApp channel.
To record a voice message:
- Select the Record voice message microphone icon displayed within the chat options.
- Upon selecting the option, you will be prompted to allow access to your device microphone. If multiple options are available for devices, you will need to specify which device you are granting access to for recording.
- Once you grant the access, select the Record voice message button to start recording your message.
- When finished, select the Stop recording button to end the recording.
- Before you send the recording, you can listen to it and download the file by clicking the respective buttons.
- If you are satisfied with your recording, select the Attach recorded voice into message button to attach it to the chat box.
- If you need to record your voice message again, select the Record voice message button which will replace the previous recording with the new one, or Cancel, and start recording again by clicking the microphone button in the chat options.
- Attach the recorded message and click Send. The audio file will be displayed in the chat box, allowing the customer to listen to the recorded message.
Delete files from a conversation
EARLY ACCESS
This feature is released as Early Access. Deleting attachments in the Email channel is not supported yet.
Deleting files promptly removes sensitive information, minimizing the risk of data breaches and ensuring compliance with privacy regulations.
Agents assigned to specific conversations and supervisors overseeing multiple conversations can delete files from the outbound conversation content only. This means you can remove files that were sent to the user, but not those received from the user.
The link becomes invalid once the associated file is deleted.
To delete a file from a conversation:
- Select the Delete icon 🗑️.
- A confirmation pop-up will appear.
- Select Delete to proceed or Cancel if you change your mind.
- Once the file is deleted, a green notification will appear in the lower-left corner. The file is deleted from the Infobip side, however, if it has already been downloaded by the end customer or certain channel infrastructures, we cannot retroactively remove or update it. For example, WhatsApp downloads files to its storage. In such cases, even after deletion on our side, the file remains accessible to the customer within WhatsApp.
Calls
For detailed information about making and managing calls in Conversations, refer to the Calls in Conversations documentation.
You can initiate calls directly from conversations and manage call features such as:
- Making outbound calls
- Receiving incoming calls
- Transferring calls to other agents or queues
- Call hold functionality
- Screen sharing
- Call recordings
Conversation templates
You can quickly select a template in the message content box by typing /, which opens a pop-up for template selection.
Another way to access templates is by:
- Selecting the template icon at the bottom of the messages content box:
- The templates pop-up opens, allowing you to search for and select a specific template.
- Once a template is selected, you can either modify the entire text for user-defined templates or map variables for WhatsApp pre-registered templates.
- To map variables, select the highlighted area of the text and enter a value.
- Select the Send Message button to reach out to the customer.
To learn more about creating and managing templates, see Templates.