The conversation window is the middle pane where you can see the incoming messages in a conversation and conversation history.
In the conversations pane,
You can Reply to conversations
Add Private Note that is visible to only you and your team
Send Images or screenshots for user reference
Insert saved replies (Canned Responses) to respond faster
After you type a reply, select the message that you typed and a pop-up with text formatting options appear. You can also add hyperlinks to your replies.