How to reply to a customer from the dashboard
Open the conversation in Serve › Conversations, type your reply, and send it. You can also send a file, audio, and an internal note.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
All messages that come in through connected channels go to Conversations, in a single list. You reply from the dashboard, and the customer receives it in the channel they used to message you, like WhatsApp. The history is saved for the whole team.
Where to find it in Cognizy
Before you start
- Have at least one channel connected, such as WhatsApp.
- Users with the Agent, Admin, or owner role can reply. Viewer can only read.
Step by step
- Step 1:
In the menu, open .
- Step 2:
Click the customer's conversation. The icon next to the initials shows the channel, and the badge shows who is replying: Izy is the AI, and Team means people.
- Step 3:
Read the messages and type your reply in the Type a message... field, at the bottom of the conversation.
- Step 4:
Click Send or press Enter.
- Step 5:
Your reply appears on the right, with your name. Since a person replied, the AI stops replying in that conversation and leaves the Handoff to human, with a summary of the support so far.
- Step 6:
At the bottom are the other ways to reply: Attach file sends an image or document, Internal note leaves a note that only the team can see, Schedule follow-up schedules a message for later, and Record audio sends a voice message. Typing / in the field opens the saved replies.
How to know it worked
The message appears in the conversation with your name and a sent indicator next to the time. The customer receives it in the channel they used to message you.
If something goes wrong
The message showed a failure warning.
The channel may have disconnected. Check in Settings › Channels whether the number is Connected and, in the conversation, use the resend option on the message itself.
In official WhatsApp, the message field does not allow typing.
More than 24 hours have passed since the customer's last message. In that case, WhatsApp only allows an opening message with an approved template: choose the template in the conversation itself.
I replied and the AI stopped handling this customer.
This is expected: when a person replies, the conversation stays with the team. To hand it back to the AI, click the Manual button at the top of the conversation.
Next step
See how to take over a conversation that the AI is handling, without needing to reply first.
Sign in with your Cognizy account to save your progress.
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