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 enables 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
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 Products
Steps
Click the Product option
Drag & drop or choose a product
Click Send This allows sharing product details directly in chat.
Creating Orders from Chat
After selecting products, follow these steps to create an order: Click the Orders tab to view and manage customer orders
Click Create to add a new order
Click Add Address to specify the delivery location
Select the saved address using the checkbox
Click Save to confirm address details
Click Add Products to include items
Click Checkout to proceed
Click Create Orders to finalize the order The created order will be visible inside the chat screen
Sending Templates
Used when:
Customer has not initiated a conversation 24-hour messaging window is closed
Step 1: Click Template
Step 2: Select an approved template
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
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.
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