Rich Message Composer

Overview

The Rich Message Composer is the message input section inside the Chat Screen used to reply and interact with customers.

It allows users to:

• Reply to chats

• Send templates

• Share products

• Send media and attachments

• Add emojis and message formatting

• Record audio messages

• Create and send payment links

• Add internal chat notes and mentions

This feature supports structured communication and internal collaboration within a conversation.

How to Access the Feature

Navigation Path: Dashboard → Inbox → Open Conversation → Message Composer (Bottom of Chat Window) The Rich Message Composer is located at the bottom of the chat screen.

Interface Overview

The Rich Message Composer includes:

• Text input field

• Formatting options (Bold, Italic, Strikethrough)

• Emoji support

• Attachment option (Images, Videos, Documents)

• Product sharing option

• Template selection

• Audio recorder (bottom-right corner)

• Payment link option (last option in input field)

• Notes section (internal use)

Sending a Reply

Step 1: Open a conversation Step 2: Type your message in the input field Step 3: (Optional) Apply formatting or add emojis Step 4: Click Send

Message Formatting

After typing text:

Step 1: Select the text Step 2: Choose formatting option

Available formats:

Bold Highlights important text. Customers receive bold text in WhatsApp.

Italic Emphasizes selected words. Customers receive italicised text.

Strikethrough Used for corrections or price reductions. Customers see text with strikethrough formatting.

Sending Templates

Used when customers have not initiated a conversation or when the 24-hour window is closed.

Step 1: Click Template Step 2: Select an approved template Step 3: Click Send

Sending Products

Step 1: Select product option Step 2: Drag and drop or choose product Step 3: Send to customer

This allows sharing product details directly in chat.

Sending Attachments

You can send:

• Images

• Videos

• Documents

Step 1: Click Attachment Step 2: Select file from PC or media source Step 3: Click Send

Using Emojis

Step 1: Click emoji icon Step 2: Select emoji Step 3: Send message

Emojis improve clarity and engagement in conversations.

Audio Recorder

The Audio Recorder is located at the bottom-right corner of the input field.

Step 1: Click the audio recorder icon Step 2: Record your message Step 3: Send the audio message

Used when typing is not practical.

Payment Link

The Payment Link option is located as the last option in the input field.

It allows sending secure payment links directly within chat.

Payment Link Configuration

Before sending payment links, configure the workflow:

Step 1: Set up Workflow Message Step 2: Subscribe to Payment Create Event from App Connection Step 3: Create a new workflow based on this app and event Step 4: Configure Send Payment Action

• Select WA Payments or Razorpay → Create Payments

Define Payment Settings

• Generate random order ID from API

• Set expiry time

• Add description (variable or hardcoded)

• Enable/Disable Catalog as required

• Select payment type: Dynamic or Static

If Dynamic, pass:

• Product item key

• Name key

• Quantity key

• Price key

Step 5: Click Create to save configuration

Creating Payment Link from Chat Screen

Step 1: Open Chat Screen Step 2: Click Payment Link option Step 3: Select Payment Connected App Step 4: Choose the connection Step 5: Enter amount and description Step 6: (Optional) Enable UPI link Step 7: Click Create

The payment link is generated and sent to the customer.

Chat Notes

Chat Notes (Per Chat)

• Recorded for each conversation

• Include date and time

• Show creator identity

• Used for updates and reference

These notes improve transparency and accountability.

Notes (Organization-Level)

Users can create notes about customers that are visible to all organization users.

This supports team collaboration and consistent communication.

Mentions in Notes

Step 1: Type @username inside note Step 2: Select team member

Mentioned notes appear under Mentions in Manage Chats.

This ensures team members receive visibility and follow up when required.

Important Notes

• Notes are internal and not visible to customers.

• Message formatting is delivered exactly as formatted in WhatsApp.

• Payment links require prior workflow configuration.

• Templates must be pre-approved before sending.