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 FAQs

  • 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.