> ## Documentation Index
> Fetch the complete documentation index at: https://clapvo.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Reply to a customer

> Send a reply from the shared inbox.

The chats module is your team's shared inbox. Replying is the most common thing you'll do here.

## Before you start

* At least one chat in the inbox

## Steps

<Steps>
  <Step title="Open Chats">
    Navigate to the chats module.
  </Step>

  <Step title="Pick a chat">
    Click a conversation in the chat list.
  </Step>

  <Step title="Read the context">
    Use the profile panel on the right for contact details.
  </Step>

  <Step title="Type your reply">
    Write a message, paste from a [template](/docs/product/templates), or trigger a [quick reply](/docs/product/chats/use-quick-reply-in-chat).
  </Step>

  <Step title="Send">
    Hit send. The message goes out from the connected number for that chat.
  </Step>
</Steps>

## Rich message options

The chat input supports more than plain text:

**Emoji** — click the emoji icon in the input bar to open the picker and insert emoji directly into your message.

**Formatting** — use WhatsApp syntax as you type: `*bold*`, `_italic_`, `~strikethrough~`, ` ```monospace``` `. The formatting renders for the contact on WhatsApp exactly as typed.

**Stickers** — open the attachment menu and pick a sticker to send it directly in the conversation.

**Camera** — tap the camera option in the attachment menu to capture a photo from your device and send it without leaving the chat.

**Paste or drag-drop images** — copy an image to your clipboard and paste it into the input, or drag a file from your desktop and drop it into the chat window. Preview the image before sending.

## Tips

* Use templates for common replies your whole team should send the same way.
* Use quick replies for personal shortcuts during live conversations.
* The profile panel shows tags and any custom fields - useful before replying.

## Related

* [Use a quick reply in chat](/docs/product/chats/use-quick-reply-in-chat)
* [Forward a message](/docs/product/chats/forward-message)
* [Snooze a chat](/docs/product/chats/snooze-chat)
* [React to a message](/docs/product/chats/react-to-message)
* [Edit a sent message](/docs/product/chats/edit-message)