At the left side of your inbox there is a list of your customer conversations. When you click on a customer conversation in the list, the chats with that customer appear at the right side of it. The composer is the box at the bottom of a customer chat. It’s where you compose whatever you want to send to the customer.

When the customer service window has expired

The composer box looks like below when the customer service window has expired.

In this case, you can only send a message templates. Templates are messages you create and WhatsApp approves before you can send them to customers. Follow the steps in this article for creating and submitting a message template for approval.

Follow the steps below to send a message template:

1. Select the customer conversation from the list.
2. Click Use a message template.
3. A list of approved templates appear. Select your desired template. Fill any variables such as customer name, price, etc.
4. Press send.

When the customer service window is open

If the customer service window is open, the composer box looks like below. You can send any message with any content. You may also send message templates.

There are 7 buttons at the bottom left of the composer. From left to right, they are:

Voice recorder

Emojis

Attachment

GIFs

Message templates

Saved replies

In the bottom right side, you see a toggle. When turned on, the background of the composer becomes yellow and you can leave a private note for your teammate in the chat. Private notes are not visible to the customers. More information is available in private notes.

Note that, if you want to send anything to your customer, the composer background must be white by pushing the toggle button to the left.

The button next to the toggle is the send button.

Text Messages

To send a text message,

1. Click in the composer box and type your message.
2. Add emojis to your text by clicking on the emoji button and selecting your desired emojis.
3. Press Send.

Once you start typing in the composer box, two new buttons appear at the bottom of the composer; Save as a Saved Reply button and AI button.

Save as a Saved Reply

If you commonly use a message, you can type it in the composer and save it. Every other time that you need it, you can easily retrieve it.

To save a reply, follow these steps:

1. Click in the composer box and type your message.
2. Click on the Save as a Saved Reply button.
3. Type a name for the reply, choose a folder where you’d save it and make changes to it in the content box if needed. You may add emojis or attach a document to your message too.
4. Click Save.
5. You may send the message if you want by clicking Send.

Use a Saved Reply

To retrieve a saved reply, follow these steps:

1. Type / in the composer box.
2. A list of your saved replies appears. Select your desired reply.
3. Make changes to the message if needed and press Send once you’re ready.

AI Button

With the AI button, you can improve your message before sending it. Here is what the AI Button does:

• Simplify the message language
• Make the message shorter
• Make the message longer
• Fix grammar and spelling mistakes
• Translate the message to other languages
• Change the tone to more personal or more formal.

To use the AI button:

1. Type a message in the composer box.
2. Click on the AI Button.
3. Select your desired option (e.g. change the tone to More personal)
4. Make changes to the message if you need.
5. Press Send.

Voice Recorder

To send a voice note,

1. Click on the microphone button.
2. A popup notification will appear on the left side of your browser, asking you to give Rasayel permission to record a voice. Click Allow. Your browser settings should look like this to send a voice message.

3. Click on the red circle with microphone button in it and start speaking.
4. Once you’re done, click on the Stop button.
5. You can click on the “play button” to listen to it before sending it. If you’re not happy with it, click on the garbage bin button. And record a new one.
6. When you’re happy with the recording, press Send.

Attachment

You can send attachments one at a time.

1. Click on the attachment button.
2. Select your desired file. Press Open. (This step is not shows in the demo below.)
3. Wait for the file to be uploaded in the composer box.
4. Press Send.

GIF

To send a GIF,

1. Click on the GIF button and select one from the list.
2. Press Send.

Message Template

You may send message templates when the customer service window is open too.

1. Click on the message template button.
2. The list of your approved templates appears. Select your desired template and fill in the variables.
3. Press Send.

AI Suggest Answer (AI Assistant)

You can get AI to answer the customers instead of answering yourself. You must have already uploaded your knowledge base to Rasayel before the AI assistant can answer customers. To upload your knowledge base, follow the instructions in AI Assistant. Then, follow these steps to use AI assistant for answering customers.

1. Click on the AI button and wait for a few seconds until an answer appears in the composer box.
2. Make changes to it if needed.
3. Press Send.