The message editor in the Chat inbox allows agents to compose and send messages during an active chat conversation. The message editor toolbar includes options to format messages, insert canned responses, share Knowledge Base articles, use AI Assist, insert links or code snippets, add emojis, upload images, and attach files.

This article explains the options available in the chat message editor toolbar and how agents can use them when sending a Reply or adding a Private Note in a chat conversation.

Prerequisites

• Access to the Agent Portal.

• To send messages from the Chat inbox, the agent role must have Chat enabled and Reply chat conversation via agent portal selected under Chat permissions.

  

Reply and Private Note Editors in Chat

The chat message editor can be used in two modes: Reply and Private Note.

The chat message editor uses the same toolbar area for both Reply and Private Note. However, the tools shown in the toolbar may vary depending on whether the agent is composing a customer-facing reply or adding an internal-only private note. Learn more on How to Get Started with Live Chat in BoldDesk and Private Notes and @Mentions in BoldDesk Live Chat.

Chat Message Editor Toolbar Options

The following table explains the main toolbar options and shows where each option appears in the message editor.

Toolbar Option	Description	How to Use	Illustration
AI Assist	Helps improve the drafted message using AI writing options. The AI Assist button may be disabled until text is entered in the message editor.	Enter text in the message editor, then click AI Assist and choose one of the available options: Translate: Converts the draft into another language. Elaborate: Expands the draft with more detail. Shorten: Condenses the draft while keeping the intent. Rephrase: Rewrites the draft using different wording. Correct Grammar: Fixes grammar and improves readability. Review the updated draft before clicking Send.
Canned Responses	Inserts saved reply templates into the message editor to reduce repetitive typing.	You can insert a canned response in either of the following ways: Click the Canned response icon in the message editor toolbar. Type # in the reply box to search and insert a saved response.
Canned Responses Dialog	Opens the Canned Responses dialog, where agents can search, preview, and insert saved responses.	In the dialog, agents can: Use Search to find a response by name or keyword. Use All Categories to filter responses by category. Select a response from the response list. Review the response in the preview panel. Click Insert to add the response to the editor. Click Cancel to close the dialog without inserting a response. Click Manage to open the canned response management page.
Text Formatting	Applies formatting to the message text before sending.	Use formatting options such as: Bold: Highlights important text. Italic: Adds emphasis to selected text. Underline: Underlines selected text.
Insert Link	Adds a clickable hyperlink to the message.	Click the Link tool in the message editor toolbar to open the Insert Link dialog. Configure the following fields: Web Address: Enter the destination URL. Display Text: Enter the clickable text. Title: Optionally add a title for the link. Open Link in New Window: Enable this option if the link should open in a new tab or window. Click Insert to add the link, or click Cancel to close the dialog without inserting the link.
Insert Code	Adds a formatted code snippet to the message.	Click Insert code in the message editor toolbar to open the Insert Code dialog. In the dialog: Use the Language dropdown to select the code language. The default option is Auto. Use Search to find a language from the available list. Paste or type the code snippet in the editor area. Click Insert to add the code snippet. Click Cancel to close the dialog without inserting the snippet. If the Insert button is disabled, add code content in the editor area, and then try again.
Emoji, Images, and Attachments	Adds emojis, images, and file attachments to the chat message.	Use the available toolbar options to: Open the emoji picker and insert an emoji. Add an image to the message. Upload and attach a file to the message.
Insert an Article	Inserts a Knowledge Base article title as a clickable link in the reply editor.	Use Insert an Article when you want to share a Knowledge Base article with the customer. BoldDesk inserts the article title as a link. It does not insert the full article content into the message.
Send Options	Sends the message and, where available, allows the agent to select a status outcome.	In interfaces where the Send dropdown is available, agents can send the message and select a status such as: Open: Sends the message and keeps the conversation open. Hold: Sends the message and moves the conversation to hold, if applicable. Closed: Sends the message and marks the conversation as closed, if applicable.

Troubleshooting

The agent cannot send messages from the Chat inbox

This may happen if the required Chat permission is not enabled for the agent’s role. Confirm that the role has the Chat module enabled and that Reply chat conversation via agent portal is selected under Chat permissions.

AI Assist is disabled

The AI Assist option may be disabled when no text has been entered in the editor, or when AI Copilot is not available for the account. Enter text in the message editor and confirm that AI Copilot is available.

The inserted article does not show the full article content

Insert an Article adds only the article title as a clickable link in the reply editor. It does not insert the full article body. Send the link as it is, or manually add the required content if needed.

A channel-specific tool is missing

Some toolbar options appear only when the selected chat channel supports them or when they are required by channel rules. Confirm the channel type and the supported message options for that channel.

Frequently Asked Questions

1. Why can’t I send messages from the Chat inbox?
   To send messages from the Chat inbox, the agent must have access to the Agent Portal, and the agent role must have Chat enabled with Reply chat conversation via agent portal selected under Chat permissions.

2. What’s the difference between Reply and Private Note in chat conversations?

   • Reply sends a customer-facing message that the requester can see.
   • Private Note adds an internal-only note that only agents can see and can include @mentions to notify teammates.

3. Why is AI Assist in the message editor toolbar disabled or unavailable sometimes?
   The AI Assist button may appear unavailable until you enter text in the reply editor. Once text is present, AI Assist becomes available and you can choose actions like Translate, Elaborate, Shorten, Rephrase, or Correct Grammar, then review the updated draft before sending.

4. How do canned responses work in the message editor toolbar?
   Canned responses are saved reply templates that help reduce repetitive typing. You can:

   • Click the Canned response icon, or
   • Type # in the reply box to search and insert a saved response.
     When you click the icon, BoldDesk opens a Canned Responses dialog where you can search, filter by category, preview the content, and click Insert to add it to the reply editor.

5. Does “Insert an Article” paste the full Knowledge Base article into the chat reply?
   No. Insert an Article adds only the article title as a clickable link in the reply editor. It does not insert the full article body into the message.
   If you want to associate KB articles to the conversation for internal reference without sending the link in the message body, use the conversation Links tab.

Related Articles

1. Creating or Using Canned Response or Saved Reply Templates in Ticket
2. File Attachment Limits and Solutions for Large Files
3. How to Reply to Tickets and Format Responses in BoldDesk