Not available

Reply to a conversation from the IQ chat

Updated 2026-10-17

In CustomIQ, replying to a conversation from the IQ chat is not available yet. Today you do it from the Inbox. Once available, you'll say "reply to Ana: see you on Tuesday", see the message and who it goes to, and it's only sent when you answer "yes".

From the dashboard:IQ chatInbox

What is "Reply to a conversation" in CustomIQ?

It's an IQ chat action that sends your message in a conversation of your brand's Inbox, on WhatsApp or Instagram, from the brand's account. It isn't in the chat yet; today you do it from the Inbox.

How will it work in the chat?

In the IQ chat you'll type "reply to Ana: see you on Tuesday at 5". The chat finds the conversation by name or number, asks for the message if you didn't write it and shows you the confirmation. You can change the text with "change the text to …", and nothing is sent until you answer "yes".

What does it check before sending?

That the conversation belongs to your brand, that the contact isn't blocked, that the channel can send and that the 24-hour window since the customer's last message is still open. In the conversation list, the ones past 24 hours are marked ("over 24 h"; on WhatsApp, "template only"), and if none can take a reply the chat says so straight away and, on WhatsApp, offers to send a template.

Steps

  1. Today, from the Inbox. Open the conversation in the Inbox, type and send.
  2. Once it's in the chat. You'll type "reply to Ana: …" or "reply to Marta on Instagram that …".
  3. Pick the conversation. If there are several or the name isn't found, it lists your conversations and marks "over 24 h" the ones that can't take a reply.
  4. Review and confirm. You'll see the message exactly as you wrote it; you can change it, and nothing is sent until you answer "yes".

Frequently asked questions

How much does it cost?
Replying is free.
Does the AI write the reply?
No. Your text is sent as written. The replies the AI prepares are approved with "approve the inbox drafts".
Why can't I reply?
WhatsApp and Instagram only allow a free-form reply within 24 hours of the customer's last message. On WhatsApp, the chat offers to send them an approved template.

Related

Open in the appAsk the IQ chat