How to reply to a customer with text, audio, photo, document, or quick reply
Reply to the customer through the app: type, record an audio message, send a photo or document, or use a ready-made quick reply.
1 min readBasicUpdated on November 12, 2026
Video lesson coming soon. For now, follow the steps below.
On this page
Chatting in the app works just like a messaging app, except your whole team can see the history. Whatever you send goes out through the channel the customer wrote in.
Step by step
- Step 1:
In the Conversations tab, tap the customer's conversation.
- Step 2:
To send a photo or document, tap Attach, to the left of the field, and choose the file. To take a photo on the spot, use Camera.
- Step 3:
To use a text the company already has ready, tap Quick Replies and choose from the list.
- Step 4:
To send an audio message, tap Record Audio, speak, and send.
- Step 5:
To reply with text, tap the Message field and type.
- Step 6:
Tap Send.
- Step 7:
The message joins the conversation and goes out to the customer.
How to know it worked
Your message appears at the bottom of the conversation, on the right side.
If something goes wrong
The message field is locked.
On official WhatsApp, after 24 hours without the customer writing, you can only send an approved template. See the tutorial on WhatsApp templates.
Next step
Assign, transfer, or reopen a conversation.
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