Sending Messages
Learn how to send different message types, understand message statuses, and handle platform-specific features.
Message Input
When you're the chat handler, you have access to the full message input area at the bottom of the conversation.
Text Messages
- Type in the text box
- Press Enter to send (or Shift+Enter for a new line)
- Use the emoji picker button to add emojis
Voice Notes
Record and send voice messages directly in the chat.
How to Record
- Click the microphone icon (appears when text box is empty)
- Recording starts — you'll see a waveform visualization
- Controls during recording:
- Cancel — Discard the recording
- Pause/Resume — Pause your recording
- Send — Stop recording and send the voice note immediately
There is no preview step — stopping the recording sends it right away, so use Cancel if you want to discard it.
Attachments
Send images, videos, documents, and other files.
How to Attach Files
- Click the attachment icon (paperclip)
- Select files from your device
- Preview appears above the input box
- You can remove files before sending
- Click Send to deliver
Supported File Types
| Type | Formats |
|---|---|
| Images | JPG, PNG, GIF, WebP |
| Videos | MP4, MOV, AVI |
| Documents | PDF, DOCX, XLSX, PPTX |
| Audio | MP3, WAV, OGG |
File size limits vary by platform. See WhatsApp Features and Instagram Features for specific limits.
Reply-To (Quoting Messages)
Quote a specific message to provide context in your reply.
How to Use
- Hover over any message in the conversation
- Click the reply arrow icon that appears
- A preview of the quoted message appears above your input
- Type your response
- Send — your message will show the quoted message above it
Platform Support
| Platform | Reply-To Support |
|---|---|
| Supported | |
| Web Chat | Supported |
| Playground | Supported |
| Not Supported |
Instagram's API doesn't support quoting messages like WhatsApp does. Customers on Instagram will receive your message without the quoted context.
Message Statuses
Every message you send has a status indicator shown at the bottom-right of your message.
| Icon | Status | Meaning |
|---|---|---|
| Clock | Pending | Message is being sent |
| Single gray checkmark | Stored | Message saved to system |
| Double gray checkmarks | Sent/Delivered | Message reached the platform |
| Double blue checkmarks | Read | Customer has seen the message |
| Red alert | Failed | Message could not be delivered |
If a Message Fails
- Check your internet connection
- Verify the customer's contact is valid
- For WhatsApp/Instagram, check if the session has expired
Session Expiration
WhatsApp and Instagram have a 24-hour messaging window. You can only send messages freely within 24 hours of the customer's last message.
What Happens When Session Expires
- Instead of the text input, you'll see a "Session Expired" notice
- You cannot send regular messages
Re-engaging on WhatsApp
When the session expires on WhatsApp, you can send Template Messages:
- Click "Send Template Message"
- Choose from your pre-approved WhatsApp Business templates
- Fill in any required variables
- Send the template
Template messages must be pre-approved by WhatsApp/Meta. See WhatsApp Features > Template Messages for details.
Re-engaging on Instagram
- You must wait for the customer to message you first
- No template message option is available on Instagram
- Orki shows a link to open the conversation in the Instagram app, so you can continue there if urgent
See 24-Hour Messaging Window for more information.
Platform Comparison
Not all features work the same across platforms.
| Feature | Web Chat | Playground | |||
|---|---|---|---|---|---|
| Text messages | Yes | Yes | Yes | Yes | Yes |
| Voice notes | Yes | Yes | Yes | As attachment | Yes |
| Images/Videos | Yes | Yes | Yes | Yes | Yes |
| Documents | Yes | Yes | Yes | Yes | Yes |
| Reply-to (quoting) | Yes | No | Yes | Threaded | Yes |
| Tappable options (agent-sent) | Yes | Yes | Yes | No | Yes |
| Location messages | Map pin | Maps link | Map | Maps link | Map |
| Reactions (from customer) | Yes | Yes | No | No | No |
| 24-hour session | Yes | Yes | No | 30 days | No |
| Template messages | Yes | No | N/A | N/A | N/A |
Reactions
When a customer reacts to a message with an emoji (on WhatsApp or Instagram), the reaction appears on that message's bubble in your inbox. If they change or remove their reaction, the bubble updates to match.
Reactions are informational — they don't create a new message and don't trigger an AI reply.
Agent-Sent Option Buttons
When your AI agent asks a question with tappable options, you'll see the buttons on the message in your inbox. They're shown for context — only the customer can tap them. The customer's tap arrives as a normal reply containing the chosen option.
Quick Reference
| Action | How |
|---|---|
| Send text | Type → Enter |
| New line | Shift + Enter |
| Send voice note | Click mic → record → send |
| Attach files | Click paperclip → select files → send |
| Reply to message | Hover message → click reply arrow → type → send |
| Send template | (WhatsApp only) Session expired → Send Template Message |
Tips
- Check message status — If messages fail, investigate before the customer waits too long
- Be aware of session windows on WhatsApp/Instagram — respond within 24 hours
- Use Reply-To (where supported) to make conversations clearer
- Preview attachments before sending to ensure you're sharing the right file
- Keep voice notes concise — long recordings can be hard for customers to follow
Next Steps
- Chat Actions — Taking over, transferring, and resolving chats
- WhatsApp Features — Platform-specific capabilities
- Instagram Features — Platform-specific capabilities