Open a conversation in the Inbox to answer it. The box at the bottom has two tabs: Reply, which the person gets, and Note, which only your team sees.
Send a reply
On Reply, write your answer. Press ⌘+Enter (Ctrl+Enter on Windows) or choose Send.
Or choose Send and close when there's nothing left to do: it sends the reply and closes the conversation.
After Send, the conversation moves to Waiting on user. If they wrote again while you were writing, it stays open and the box says "Sent, and kept open: they wrote again since", so their new message isn't missed.
Replies are plain text, up to 10,000 characters. Web addresses starting with http:// or https:// become links, in the Inbox and in the widget.
What you've written stays in the box while you open other conversations, as long as the browser tab stays open. Each conversation keeps its own reply and note.
How your reply reaches them
In the widget. If they have the widget's Messages open, they see your reply there right away, and the line under it says Seen.
By email. A reply they haven't seen a minute after you sent it is emailed to them. Several unseen replies go in one email. People who wrote by email get every reply this way.
The email comes from your support address, or from your own address once it's set up, with your name: "Maya Chen at Lumen". When they answer it, their answer joins the same conversation. If Tuti can't confirm their answer came from their address (its domain's authentication checks don't pass), it starts a new conversation instead. See Set up support email.
The line under each of your replies says what happened:
Line | What it means |
|---|---|
Seen | They read it in the widget, so it wasn't emailed. |
Emailed | It was sent to them. |
Emailed and delivered | Their mail server accepted it. |
The email bounced | Their mail server refused it, with the reason, such as "The address doesn't take email". |
They marked the email as spam: replies reach them only in the widget now | Replies to them in your project aren't emailed any more. |
Couldn't email it | It couldn't be sent, with the reason: for example "They have no email address", "It's marked as spam", or "The project has no support address" (choose Get a support address in Settings → Inbox and email). |
Not emailed while your project's email is paused | It's emailed once your project's email is back on. |
Emailed tomorrow | Your project is in its first week and has sent its emails for today. |
For the last two, see When emails to your users wait or are paused.
Leave a note for your team
Choose Note, write, then Add note. Notes have a dashed outline and say Note above them. They're never sent, and they don't change the conversation's status. You can attach files to a note.
Attach files
Choose Attach files, in a reply or a note. Each file can be up to 10 MB, with up to 10 files and 25 MB in one message. Images show in the conversation; other files download under their name. Files attached to a reply go with its email too.
A file you attach but never send is deleted after a day. If a kept draft's files are too old to send, the box says so: attach them again.
Link to a help article
Choose Insert article, or press ⌘K (Ctrl+K) in the reply. Search your published articles, then pick one. Its title and address go where your cursor is, in place of any text you'd selected.
Only articles the person can read are offered, unlisted ones included. Insert article shows once your help center has published articles, and isn't on the Note tab.
Draft or summarize with AI
Draft with AI writes a reply from your help articles, below anything you've already written. Edit it, then send it yourself: nothing is sent for you. If your articles don't cover what they asked, the box says "Your docs don't cover what they asked, so there's no draft".
More actions → Summarize with AI adds a short summary of the conversation as a note: what they want, what's been done, and what's still open.
Both use your project's AI credits. While the project is out of credits, the buttons are greyed out. See AI credits.
What they send you
Messages from email show the new part only. When Tuti cut quoted text from an email, Show the whole email under it shows everything they sent.
Files they attach, in the widget or to an email, show under their message: images in the conversation, other files to download. Images that are only part of an email's design, like a logo in a signature, aren't kept.