The reply box holds the actions you use most often. You can pin the ones you want on show permanently, and reach everything else through a shortcut menu.
Actions available in the reply box
The following actions are available, whether pinned or reached through the menu.
Macros: insert a saved reply.
Articles: link a help centre article into your reply.
Attachments and images: add a file or a screenshot.
Emojis and GIFs: add approved emojis in line with the writing guidelines.
AI Compose and Copilot suggestions: draft or refine a reply.
Workflows: trigger a reusable workflow, for example Awaiting customer.
🤓 Tip: Press Ctrl and K to open the Shortcuts menu, which lists every action including Compose note, Use macro, Ask Copilot, and Trigger Reusable Workflow.
Pin the actions you use most
To choose which actions stay visible, edit the reply field.
Click the reply field, then click the triple dot icon.
Click the Pin icon next to each action you want displayed permanently.
Leave notes on conversations
Switch the reply box to notes to track updates you don't need to share with a customer.
Click "Reply" in the reply field.
Select Note.
Enter your text, and select Add Note.
The reply field will turn yellow when you've switched to the note format, letting you know the message you're typing is for internal use only.
🤓 Tip: Draw another intercom user's attention to a conversation you're working on by tagging them in a note; use @ to select the user you want to tag. The conversation will then be displayed in the user's Mentions inbox.