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Open a conversation and select Reply, or press R, to write into the composer.

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Choosing the channel

The composer shows the channel the reply will go out on. By default this is the channel the conversation arrived on, so a booking that came through your PMS replies via PMS. If the contact is reachable on more than one connected channel, a dropdown appears next to the channel name and you can switch, for example from PMS to email or SMS. If only one channel is configured, there is nothing to switch to and no dropdown appears.
The dropdown only offers channels that are actually connected in your workspace and available for that contact. If you expect to see email or SMS and do not, the channel is most likely not connected yet. See Connect your Channels.

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Saved replies

For answers your team sends over and over, use a saved reply instead of retyping. A saved reply drops text into the composer that you can edit before sending. See Saved replies.

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Translation

Conversations can be translated by using the translate icon on the top right of the conversation, so your team can read and answer guests writing in another language.

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Frequently asked questions

Because the conversation arrived through the PMS, so that is the default. Use the dropdown next to the channel name to switch. If there is no dropdown, no other channel is connected for that contact.
Not with free text. Once WhatsApp’s customer service window closes, an approved template is the only way to reach the guest. See WhatsApp templates.
Not on its own. Mark it done once it is handled, or snooze it to Follow up if you are still waiting on something. You can set up your AI agent to auto-mark a conversation as done once the AI replied to it under your AI agent’s settings. See To do, Follow up, and Done.