Adapt the available reply functions to the conversation's channel
The composer shows only the functions the current channel supports and explains, in place, why an unavailable function cannot be used right now.
When this happens: Operator opens a conversation, or the conversation's channel state changes (e.g. The window expires) while it is open.
Step by step
- 1
Sees a composer scoped to exactly what this channel can do.
Resolves the capability declaration for the conversation's channel connection. Hides controls for message types the channel does not support at all (e.g. Sticker on Email). EasyCRM shows the emoji, reply-to and formatting controls per the declaration's flags.
Other paths
Whatsapp service window expired
The conversation's CustomerWindowExpiresAt has passed. Free-form text and media controls are shown disabled with: Free-form messages are unavailable — the customer's 24-hour window has expired. Send an approved template instead
Template required for the first message
The channel requires a template for an operator-initiated first message. The plain-text send control is disabled with: This channel requires a template for the first message
Good to know
- The server re-validates every send against the same declaration the composer used, so the composer's state can never permit a send the server would reject.