Macros, notes & attachments
When you reply to a handed-off conversation in the Inbox, three tools sit in the reply bar to help you move faster: macros, internal notes, and attachments.
🖼️ [Image] — The reply bar showing the Macros button, the Reply/Note toggle, the attachment paperclip, and the Send button.
Macros (canned replies)
Macros are reusable reply snippets. Click Macros in the reply bar to open the picker, then click a macro to insert its text into the box — you can still edit it before sending.
You manage your library at Dashboard → Settings → Macros: click New Macro, give it a Title and Content, and optionally a sort order. Existing macros can be edited or deleted there. If you have none yet, the picker links you to the settings page.
🎬 [Video] — Inserting a macro and tweaking it before sending.
Internal notes
Use the Reply / Note toggle (the lock pill) to switch the box between a customer-facing reply and a private internal note. In Note mode the box turns amber and the send button reads Save Note — the text is visible only to your team, never to the customer. This is for context like "checked with billing, refund approved." Attachments are disabled while you're in note mode.
The toggle keeps its state between messages, so you can write several notes in a row without flipping it each time.
Attachments
Click the paperclip to attach a file, or paste a screenshot directly into the reply. Accepted types are images and PDF, up to 10 MB. The pending file shows as a chip with its name and size before you send, and you can remove it with the ×.
In the transcript:
- Images render as an inline preview.
- Documents (PDFs) are listed as a downloadable file entry.
If an upload fails, an inline error appears and the send is aborted so you can retry.