> ## Documentation Index
>
> Fetch the complete documentation index at: https://chat.sh/help/llms.txt
> Use this file to discover all available pages before exploring further.

# Reply to a conversation

> Send a reply or an internal note, attach files, rewrite with AI, and undo a reply you just sent.

Open a conversation from **Conversations**. The box at the bottom has two modes: **Reply** and **Note**.

![A conversation opened beside the list: assignee and Resolve at the top, the transcript, and the reply box with Reply and Note](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/f6500f88-5de9-4129-8896-8a10e08ffa09/5a/5a9d77005ae25b5fa8960542180d5c94.png)

## Send a reply

1. Choose **Reply**.
2. Write your message. It can be up to 8,000 characters.
3. Select **Send**, or press ⌘ Enter (Ctrl Enter on Windows). To close the conversation as well, select **Send & resolve**.

The reply goes to the visitor in the messenger, or by email if they have left. See [Talk to a person](https://chat.sh/help/articles/talk-to-a-person) for what they see.

Sending a reply also:

- Sets the status to **Waiting on visitor**, or **Resolved** with **Send & resolve**.
- Assigns the conversation to you, if nobody has it.
- Takes it over from the AI, if the AI still had it. The AI stops answering it.

You can also answer from your own mailbox. See [Email in the inbox](https://chat.sh/help/articles/email-in-the-inbox).

## Undo a reply

Your replies wait 8 seconds before they go out. While they wait, the box shows "Sending in 8s. Undo · Send now".

- **Undo** takes the reply back. The visitor never sees it, the text goes back in the box, and the status and assignee go back to what they were.
- **Send now** sends it straight away.

Once a reply has gone, you cannot undo it.

To send immediately every time, open **Inbox**, then **Settings**, and under **Just for you** turn off **Hold my replies 8 seconds before they go out**. This changes it for you only.

## Leave a note

Choose **Note**, write it, and select **Add note**, or press ⌘ Enter.

- Only your team sees notes. They are never shown or emailed to the visitor.
- Notes do not change the status, and the visitor does not see you typing.
- Notes cannot be undone.

## Attach files

Select the paperclip, or paste a screenshot into the box.

- Pictures (PNG, JPEG, GIF, WebP), PDFs, and text files (.txt, .log, .csv, .md, .json). SVG files are not allowed.
- Up to 4 MB each, and 5 files a message.

Files are not public. Each one opens through a link that works for a few minutes only.

## Rewrite with AI

Write a draft, then select **Rewrite** and choose:

- **Polish**: fixes grammar and wording, clear and warm.
- **Friendlier**: warmer and more personal.
- **Shorter**: to the point, every step kept.
- **In their language**: translates into the language the customer writes in. Only for replies, not notes.

The rewrite replaces the text in the box. Select **Undo rewrite** to get yours back. Nothing is sent until you send it.

Rewrites use no credits. Each teammate can rewrite 10 times a minute and 200 times a day. The daily count resets at midnight UTC.

## Conversations from before the inbox

Some messenger conversations started before your workspace had the inbox. Replies cannot reach those visitors, so only notes can be added.