Replying is the heart of the job. Gruvi keeps it simple, but there are a few controls around the box that are worth knowing before you need them.

What the composer is

The composer is the box at the bottom of a thread where you write. It says Reply to customer... (/ for Chloe, # for replies and shortcuts). Those two characters are shortcuts to Chloe, covered in Slash commands and drafting replies with Chloe.

Whatever you type here goes to the customer, on whichever channel they used to reach you. You do not choose the channel. Gruvi already knows it.

The two kinds of message

The composer writes two different kinds of message, and the colour of the box tells you which.

A reply.: White box. Goes to the customer.
A private note.: Yellow box, with a padlock and the words Only visible to your team. Goes to your colleagues only.

Before you send anything you are unsure about, look at the colour. White means the customer will read it.

How to send a reply

1Open the thread from the inbox.
2Click inside the composer box.
3Type your reply.
4Click the blue arrow button to send.
5Your message appears at the bottom of the thread with a timestamp.

What the icons do

Five icons sit below the box. Each has a keyboard shortcut if you would rather not reach for them.

Smiley face: Insert an emoji.
Paperclip: Attach a file.
Microphone: Record a voice message and send the recording.
Waveform: Dictate. It transcribes what you say into the box as text, which you can then edit before sending.
Pen: Switch to a private note. The shortcut is Cmd+Shift+P on a Mac, Ctrl+Shift+P on Windows.

Cc and Bcc on email threads

On an email thread, an extra row appears at the top of the composer showing the customer's email address. At the right-hand end of that row are two small links, Cc and Bcc.

They do what they do in any email program:

Cc: Copies someone in, and everyone on the email can see they were copied. Use it when the customer should know a colleague is now involved.
Bcc: Copies someone in without anyone else seeing. Use it sparingly, and never as a way of quietly showing a customer's message to someone outside the conversation.

These only appear on email. Live chat, WhatsApp and Telegram have no equivalent, so the row is not shown there. There is more in How to connect Email.

1Open an email thread.
2At the top of the composer, click Cc (or Bcc).
3A new row appears saying Add a recipient.
4Start typing a name or an email address. A list of matches appears.
5Move through it with ↑ and ↓, choose with Enter, or close it with Esc.
6To remove the row again, click the small × at the end of it.
7Write your reply as normal and send.

If you only want a colleague to see something, do not Bcc them. Leave a private note instead. A note stays inside Gruvi, where the rest of the team can see it later. A Bcc disappears into someone's mailbox.

The send options

Next to the blue send button is a small arrow. It opens a menu that lets you send and change the thread's status in one move, saving you a trip to the top of the screen.

Send & resolve: Sends your reply and marks the conversation resolved. Use this when you are confident you have answered the question.
Send & close: Sends your reply and closes the conversation entirely.

If you use neither, the thread stays as it was and you set the status yourself.

Undo send and Enter sends message

The same menu holds two settings that change how sending behaves. They are yours, and they stay set.

Undo send: Holds your message for five seconds before it actually goes, giving you a moment to pull it back. Worth leaving on.
Enter sends message: Decides what the Enter key does. On, and Enter sends. Off, and Enter starts a new line. Turn it off if you write long replies with paragraph breaks.

Replying when Chloe is on the thread

On a conversation Chloe is handling herself, a blue bar sits above the composer reading Chloe auto-replies here, with a Pause button at the end.

You can still type and send at any time. But if you want to take the conversation over properly, click Pause first. That stops Chloe replying on this one thread, so the two of you are not both answering. It does not change her mode anywhere else.

Replying to a resolved thread

If a conversation has already been marked resolved, a line appears above the composer saying Sending a message will reopen this thread.

That is a warning, not a block. Replying is often exactly what you want. It means the conversation goes back to Open and returns to the inbox. ---

Replying to customers and using Cc/Bcc