Open a conversation, answer in the reply box at the bottom, and set its status so everyone knows where it stands.
- Click a conversation in the list. Its messages open, newest at the bottom.
- Type in Write a message…. Enter sends; Shift+Enter starts a new line.
- To answer one message in particular, hover over it and press the reply arrow (Reply to this message). The box shows Replying to customer; × cancels it.
- Press the send button. Your message appears at once. If a platform refuses it, a red ! and the reason appear beside it.
- Set the status with the coloured button that starts the strip under the customer’s name: Open, Pending or Closed. The tabs above the list update immediately.
Good to know
- WhatsApp, Instagram and Messenger take a free reply only within 24 hours of the customer’s last message. After that, the reply box says The free reply window has closed. On WhatsApp you can send an approved template from there. On Instagram and Messenger, Meta has not approved the 7-day Human Agent reply for MirageCHAT, so a reply after 24 hours may be refused — it opens again when the customer writes.
- Telegram and website chat have no 24-hour window.
- The #1234 next to the name copies the conversation number, handy when you ask a colleague about it.
- A message the customer deleted keeps its words in MirageCHAT and is marked as deleted; an edited one shows Edited.
- If your WhatsApp number stays on your phone, replies typed on the phone show Sent from phone.