Editing Reply to inbound messages from the Conversations inbox (section)

=== Responding to Chats ===

When receiving a chat from a visitor:
1. Look for a red dot next to the '''Conversations''' icon in the left menu, indicating unread messages.
2. Click the message in the left menu of the '''Conversations unified inbox'''.
3. Ensure “Web Chat” is selected in the channel dropdown menu.
4. Type your response in the message composer field.
5. If applicable, click the '''Saved Responses''' icon next to the "Web Chat" label to use pre-defined responses.
6. Click '''Send''' to deliver your message.

When responding via chat, a green dot will indicate if the visitor is online. If they are not, you’ll have the option to respond via email instead.