Reply to customers, draft replies, and leave notes
Draft and send customer replies, leave private notes, and ask Cactus about a conversation.
Draft a reply
In the conversation composer, select Draft a reply. Cactus puts the draft in reply mode for you to review. It doesn't send the draft.
If Cactus replaces text you typed, select Restore what I typed to bring your earlier text back.
Reply to a customer
In the conversation composer, choose Reply to customer.
In the conversation composer, enter your message in Reply.
In the conversation composer, select Send reply. Cactus sends the reply to the customer.
The thread identifies who wrote each reply.
Add a private note
In the conversation composer, choose Internal note.
In the conversation composer, enter your note in Internal note.
In the conversation composer, select Add note.
Only your team sees the note. It stays in the thread and isn't sent to the customer. The thread marks it Internal and identifies who wrote it.
Ask Cactus
In the conversation composer, enter your question.
In the conversation composer, select Ask Cactus.
Your question is added to the thread as a note. Cactus replies there with a note, using the conversation and its existing team notes for context.
If a reply doesn't send
| What you see | What it means | What to do |
|---|---|---|
| “The reply was saved but could not be delivered. Try again.” | The reply is saved in the thread, but delivery didn't complete. | Select Send reply again. |