Chat

Chat Features

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Responding to customers quickly and professionally isn't just about typing speed. Chatmo comes with a set of features designed to accelerate your workflow, maintain message consistency, and deliver a better communication experience -- for both your team and your customers.

This page covers all the chat features available on the Chatmo conversation screen.

Quick Reply AI

Quick Reply AI is an AI-powered reply suggestion feature. Instead of drafting messages from scratch, it generates reply suggestions based on the conversation context with multiple tone options to choose from.

Using Quick Reply AI

1. At the bottom of the chat area, find the Quick Reply button in the quick actions bar.
2. Click the button to open the Quick Reply AI modal.
3. The modal displays 3 reply suggestions, each with a different tone:
   • Professional -- Formal and business-appropriate
   • Friendly -- Warm and approachable
   • Custom -- Tailored to your specific needs
4. Each suggestion shows a tone badge, the suggested text, and a Use this button.
5. Click Use this on the suggestion that fits best.
6. The suggested text fills the message input area with a typewriter animation.
7. Edit the text if needed, then send.

Message Templates

Message templates let you use pre-prepared messages. The Template button is available in the quick actions bar at the bottom of the chat area.

Template Variables

Message templates support dynamic variables that are automatically populated with customer data:

Variable	Populated With
{{name}}	Customer name
{{phone_number}}	Customer phone number
{{email}}	Customer email address
{{agent_name}}	Name of the handling agent
{{company_name}}	Your organization name

Example template: "Hello {{name}}, thank you for reaching out to {{company_name}}! How can we help you today?"

Using Templates

1. In the quick actions bar, click the Template button (document icon).
2. Browse or search for the template you want.
3. Preview the template with variables filled in.
4. Click Use Template to insert it into the input area.
5. Edit if needed, then send.

File and Media Sharing

Conversations aren't always just about text. Chatmo supports sending various file types and media directly within the chat.

Supported File Types

• Images -- JPG, PNG, GIF, WebP
• Videos -- MP4, MOV
• Audio -- MP3, OGG, WAV
• Documents -- PDF, DOC, DOCX, XLS, XLSX
• Other files -- ZIP, CSV, and other common formats

Sending a File

1. Click the attachment icon (paperclip) in the message input area.
2. Choose the file from your computer, or drag and drop it directly into the chat area.
3. A file preview will appear before sending.
4. Add a caption if needed.
5. Click Send.

Emoji

Emojis help make conversations feel more personal and approachable. Chatmo provides a full emoji picker powered by the emoji-picker-react library.

Using Emojis

• Click the Emoji icon (smiley face) in the message input area to open the emoji picker.
• Use the search field in the picker to find specific emojis.
• Recently used emojis appear in the Recent tab for quicker access.
• Browse by category: smileys, animals, food, and more.

Handled by Users

In the customer profile panel (right side), the Handled by Users section shows the agent currently assigned to handle the conversation.

Displayed Information

• Agent's avatar
• Agent's name
• Agent's job title

If the conversation hasn't been assigned to anyone, this section displays Unassigned.

Changing the Assignment

1. Click the dropdown in the Handled by Users section.
2. Use the search field to find an agent.
3. Select the desired agent to assign or reassign the conversation.

Handled by Team

In the customer profile panel (right side), the Handled by Team section shows the team currently assigned to handle the conversation.

Displayed Information

• Assigned team name
• Team member count
• Team member avatars

If the conversation hasn't been assigned to any team, this section displays Unassigned.

Changing the Team Assignment

1. Click the dropdown in the Handled by Team section.
2. Use the search field to find a team.
3. Select the desired team to assign or reassign the conversation.

Collaboration

The collaboration feature allows multiple agents to work together on a single conversation without requiring a reassignment. This feature is available in the customer profile panel (right side).

Adding a Collaborator

1. In the collaboration section of the right panel, click the button to add a collaborator.
2. A search field with autocomplete will appear.
3. Type the agent's name to search, then select from the dropdown.
4. The selected agent will be added as a collaborator.

Removing a Collaborator

1. Find the collaborator you want to remove in the collaboration list.
2. Click the remove button next to their name.
3. A confirmation modal will appear to verify your action.
4. Confirm to remove the collaborator.

Joining as a Collaborator

If you're not part of a conversation's assignment, you'll see a Join as Collaborator button. Click it to join the conversation as a collaborator without changing the primary assignment.

Leaving a Conversation

If you're a collaborator (not the assigned agent), you can leave the conversation by clicking the Leave Conversation button.

Taking Over a Chat

For conversations that are UNASSIGNED (not assigned to anyone), you can take ownership by clicking the Take Over Chat button. The conversation will be immediately assigned to you.

Message Formatting

For channels that support it, Chatmo provides basic text formatting options:

Format	Syntax	Result
Bold	*text*	text
Italic	_text_	text
Strikethrough	~text~	text
Monospace	`text`	text

Read Receipts and Typing Indicators

Read Receipts

Chatmo displays message delivery status with the following indicators:

• Single check -- Message sent to the server
• Double check -- Message delivered to the customer's device
• Blue double check -- Message read by the customer

Typing Indicators

When a customer is typing a message, you'll see a "typing..." indicator in the chat area. This works both ways -- customers can also see when an agent is typing a reply (depending on the channel).

Next Steps

You now have a solid understanding of the chat features available in Chatmo. To go further, explore the Channels Overview to learn about the different communication channels you can connect to Chatmo.