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Conversations

How automatically saved drafts work in Conversations

In Conversations, anything you type in the composer and don't send is kept as a draft. Leave the conversation, switch channels or collapse the composer: when you come back, the text is still there. Internal comment drafts are kept too.

Updated on

Before you start

  • You need access to Conversations.
  • Drafts are saved on their own: there is no save button and no drafts folder. The text stays in the composer of the conversation where you started typing.
  • A draft is unsent text. For the customer to get the message, you always have to click Send.
Where to find it

Conversations › contact's conversation › composer

Step by step

Pick up a message you left halfway

  1. Open Conversations and click the contact's conversation.
  2. Pick the channel (SMS, email, WhatsApp…) and start typing your message.
  3. If you need to leave (open another conversation, go to the contact record, close the tab), go ahead: the text is kept.
  4. When you return to the same conversation, the draft shows up in the composer exactly as you left it.
  5. Finish the message, review it and click Send.

Internal comment drafts

  1. In the composer, switch the channel to Internal Comment and write the note for your team.
  2. You can switch to another channel, collapse or expand the composer, or open another conversation: the internal comment draft is kept.
  3. When you go back to Internal Comment in that conversation, keep writing and click Send.

Collapse the composer without losing your channel

  1. Click to collapse the composer when you want to see more of the conversation history.
  2. When you expand it again, the composer opens on the last channel you had picked, with the draft intact.

Tips

  • Use drafts to prepare longer replies (quotes, explanations) and send them only after checking the details on the contact record.
  • A draft doesn't send or schedule anything. If you want the message to go out at a set time, use scheduled sending.
  • Before handing a conversation to a teammate, send or clear your draft so they don't find a half-written text.

Common problems

  • I came back to the conversation and the draft isn't there → Make sure you are in the same conversation and the same channel you typed in. An SMS draft won't show on the email channel, and an internal comment only shows under Internal Comment.
  • The text showed up in a conversation I didn't mean → Drafts belong to the conversation where they were written. Clear the text in that conversation and type it again in the right one.
  • I want to discard the draft → Delete the text from the composer. Since there is no drafts folder, clearing the field is enough.
  • I thought the message went out but it was only a draft → A draft is never sent on its own. Look for the message in the conversation history; if it isn't there, go back to the composer and click Send.

Frequently asked questions

Can teammates see my drafts?

The draft stays in the conversation's composer, so anyone who opens the same conversation on the same channel can see it. It only becomes a message when someone clicks Send.

Is there a time limit on drafts?

No time limit is defined: the draft stays available until it is sent or deleted.

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