Client Messages in Threads

You process your messages with clients in the chat area located in the center of the agent WP.

If you are not currently working on a thread, No messages is displayed in the chat area. 

Client and Thread Details

When a client starts a thread (that is, sends your business a message via one of the available channels), you can see not only the message itself but some other useful information too:

  • The environment the client is using for this thread (OS, browser version, IP address, etc.). This information is not visible to the client, and you get it in a system message in the chat area every time they start a thread. You can retrieve client’s environment data any time.

  • Message history with this client (if any) regardless of who was the agent for them (if it wasn’t you, you also see the names of the agents that worked with this client earlier)
  • Thread operations menu: Transfer thread, Close thread, Block client, Configure chat section (to show messages or attachments), Client profile (on/off).
  • Message status: – the agent has sent a message to the client, – the client has read the message.
  • System messages about thread transfers, assignments, and blocking requests. Some messengers, such as Viber Bot and Apple Business Messages, post a system message in the thread if the client deletes the chat.
  • Some channels, for example, WhatsApp, Viber, and Apple Business Messages, also return other types of reasons why your message cannot be delivered. The exact list of reasons depends on the channel. For example, most channels inform agents when a client has blocked the business account or doesn’t use a particular messenger.

Quotes in Messages

You can quote both your and your client’s massages. To do that, hover over the message you want to quote and click Reply :

The message you are replying to displays over the message input field:


You can send the following types of messages in a thread:

  • A text message
  • An attachment of a valid format. The following formats are allowed by default: .rtf, .pdf, .png, .jpg, .jpeg, .bmp, .txt, .doc, .docx, .xls, .xlsx, .xlsm, .xltx, .xlt. However, you can change the list, if necessary, by contacting
  • A text message with a valid attachment

A message can only have one attachment of a valid format. To add an attachment, you can either use the Attach file button or copy and paste it into the message. You can also remove the attachment before you send the message, if necessary. For WhatsApp, the name of the attachment cannot exceed 70 characters, and for Viber – 25 characters, otherwise, you will get a warning.

Reviewing All Attachments in Threads

  1. In an active thread in the chat area, select the Attachments option from the Configure chat section menu . The system displays only the messages with attachments.

  2. View or download the required attachment(s). If there is more than one image attached, you can navigate through them using the arrows.

Comments in Threads

When chatting with a client, you can leave a comment in a thread with them for other agents or supervisors to see. The comment will be displayed as a system message, and the client will not be able to see it. You then can filter out all comments in the thread, if necessary, using the Configure chat section menu. You will be able to see all comments left for the thread, regardless of whether you left it or one of your colleagues.

To see all comments in a thread:

  1. In an active thread in the chat area, select the Comments option from the Configure chat section menu .

  2. Review all internal comments left for this thread.

Client’s Typing Status

When the client in the current thread is typing, you can immediately see it and you can see the draft of their message even before they send it. Such drafts have a specific design in the system: instead of the client’s avatar, a special icon is used, and the message itself is greyed out until it’s actually sent. You can also see it in the chat preview in your personal queue.

You can see that the client is typing all the way through and the draft changes respectively. However, the draft does not show an attachment. Once the client is done, you can still see the full message without the typing status.

This option is supported only by webchats (both authorized and unauthorized) and mobile app chats.

Clients do not know you can see that they are typing. Please consider this when consulting them.


You can use emojis in your messages to clients. To select one, click the Emoji button below the message input field. Your recently used emojis are displayed in the Frequently Used section. To close the Emoji section, click the Emoji button once again or press Esc.

Formatted Messages

You can use Markdown to format messages to make them more expressive. Following are the examples of the possible markup:

Short clickable links (hyperlinked words) that lead to the required URLs [example](

In this case, example is the clickable word.
Text in bold**bold** or __bold__
Text in italic*italic* or _italic_
Unordered list* unordered
– unordered
+ unordered
Ordered list1. One
2. Two
You can only see the formatted messages after they are sent, as there is no preview mode in the message input field.

If the text does not display in the chat history, contact the support team to adjust the stand configuration.

Markdown formatting is turned on by default. If you want to turn it off, contact the support team.

Messages from Chatbots

In a thread history, you can review messages this client received from chatbots. Available content formats of such messages are:

  • Short clickable links (hyperlinked words and phrases) that lead to the required URLs
  • Text in bold and italic 
  • Ordered and unordered lists
  • Images

Voice Messages

In a thread history, you can listen to APM voice messages sent by clients via a messenger, and pause, rewind, and download them if necessary. The same functionality is available for attachments in aac, mp3, amr, audio/mpeg, audio/ogg, and codecs=opus.

If the speech recognition service is enabled, you can also see the text of the voice message.

Reviewing Client’s Location

If a client sends their location from a messenger or social media (VKontakte, Telegram, Viber Bot, WhatsApp), you can see it in the chat with them as a clickable My location button. When you click it, a separate browser tab opens a map with the location specified by the client.

Messaging as Personal Manager

You can message your client as a personal manager – that is, instead of your name or alias, they will see Personal manager or some other name as the name of the person they are messaging with. To do this, edna Support creates a pool of personal manager accounts for your company. All “personal managers” are assigned to specific clients: this way, whenever a client messages your company, they will always talk to the same “personal manager” (even though it could be different agents every time), so they get an impression of personalized service.

You always see on behalf of which “personal manager” you are messaging with a client.

Next Article Editing and Deleting Messages