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Use the message composer at the bottom of an open conversation to send updates, questions, files, and quick decisions.

Send a Message

Open Chat.
Select a conversation.
Write your message.
Attach files if needed.
Select Send.

You can also use the editor keyboard behavior to submit from the composer. Use Shift + Enter for a new line when you need a longer message.

Before sending in a client-facing conversation, check the participants and linked records. Confirm you are in the right thread before sharing pricing, files, dates, or support decisions.

If the message changes the next step, mention or link the source record in the same message. That keeps the conversation connected to the task, ticket, deal, project, or file the team should update after reading.

Decide If Chat Is Enough

Use chat for coordination. If the message creates work, changes a customer commitment, confirms payment, or changes project scope, update the source record too. Chat should not be the only place important operational decisions live.

For example, a chat message can confirm that a customer approved a change, but the project, task, deal, or invoice should also be updated so reports and owners do not depend on someone remembering the conversation.

Message Length

The composer tracks remaining characters when you get close to the message limit. Short, focused messages are easier for teammates to act on.

Formatting

Chat messages support common markdown-style formatting such as:

Links
Inline code
Bold text
Italic text
Mentions

Use formatting sparingly so messages stay readable.

Use links to records instead of copying long status updates when the source record should remain authoritative. Mention the task, ticket, deal, file, or contact when a teammate should open it after reading the message.

Use short paragraphs for handoffs. A clear message should say what changed, who needs to act, and where the source record is. Put long procedures in a wiki page or task description instead of a chat message.

When attaching files, wait until the upload finishes before sending the message. If the attachment is the important part of the update, include a short sentence that explains what the file is and what action the recipient should take.

Message Status

Messages can appear as sending, sent, or failed. If a message fails, your draft context should still be visible so you can try again after fixing the issue.

If a message fails, check your connection and whether the conversation is still available before retrying. Avoid sending the same customer-facing message many times until you know whether the first attempt was delivered.

If a message may have been sent twice, acknowledge the duplicate in the thread instead of deleting context that other participants may have seen.

Message Review Checklist

Before sending sensitive updates:

confirm the conversation participants
confirm whether a customer contact is included
confirm mentioned records are correct
remove internal-only notes from customer-facing threads
wait for attachments to finish uploading
copy important decisions into the source record after the discussion

Good Message Patterns

Use a short decision message when the next step is clear: state the decision, owner, and source record.

Use a handoff message when work is moving between teammates: state what is done, what is blocked, and where the next person should continue.

Use a customer-facing message when the contact needs a clear answer: remove internal notes, avoid speculation, and include only the files or links the customer should see.

Send Chat Messages