Reply to a specific earlier message
An Operator anchors a new reply to a specific earlier message in the conversation, on channels that carry that context, so the customer sees exactly what is being answered.
When this happens: Operator clicks Reply on a specific message in the history.
Step by step
- 1
Hovers the customer's message Does the blue one come in size M? and clicks Reply.
EasyCRM shows a quoted preview of that message above the composer.
- 2
Types Yes, size M is in stock and sends.
EasyCRM creates the
MessagewithReplyToMessageIdset to the anchored message. EasyCRM renders the quoted snippet above the sent reply, both in the app and (where the provider supports it) in the customer's client.
Other paths
Operator cancels the anchor
Click the × on the quoted preview before sending. The reply is sent as an ordinary, unanchored message.
If something goes wrong
Anchored message no longer resolvable
The anchored message id does not resolve to a message in this conversation (e.g. A race with a concurrent edit elsewhere). Rejects with EasyCrm:Conversation:MessageNotFound; the operator can retry without the anchor.
Good to know
- Reply-to is offered only where the channel's capability declaration allows it.