Format replies, attach files, and share help links

Use the reply composer to format text, attach files, link to public Help Center articles, and mention teammates in internal notes. Check the conversation and composer mode before sending: a customer reply and an internal note have different audiences.

The current dashboard supports external email replies and internal notes. Do not treat visible channel choices as proof that external WhatsApp or Live Chat delivery is supported by this composer.

Format a reply

1. Open the conversation and write your reply.
2. Select Show formatting toolbar, the text-formatting control at the bottom of the composer.
3. Select text and apply Bold, Italic, Inline code, a link, or a Blockquote as appropriate. The toolbar also offers an emoji picker.
4. Review the formatted message and recipient before selecting Send.

Use descriptive link text and short paragraphs. A link preview is optional; a missing preview does not necessarily mean the link is invalid. Open and check the destination before sharing it with a customer.

Attach files

Select Attach file, the paperclip control, and choose your files. You can also paste an image from the clipboard. Review the attachment list and remove unwanted files before sending.

• The composer accepts up to 10 files per reply. If you select more, only the available slots are added; check the list.
• Each file must be 16 MB or smaller. Multiple large attachments can still exceed email delivery limits; the per-file upload limit is not a guarantee that the whole email will be accepted.
• Supported formats include JPEG, PNG, WebP, GIF, PDF, plain text, CSV, Word and Excel documents, and supported audio/video formats. The server can reject a file type even if the file chooser lets you select it.
• Executables, scripts, HTML, and SVG files are blocked. Do not rename a blocked file to evade validation.

Select Send after reviewing the complete reply. Files are uploaded before the message is submitted. If an upload fails, correct or remove the affected file and try again. Changing the draft, switching conversations, or removing a file during preparation can stop submission; review the current draft before another attempt.

Attachments can accompany an internal note, but verify Note mode first. Scheduling replies with attachments is not available. An uploaded file or cleared composer is not proof that the customer received the email.

Insert a Help Center link

Type @ and part of an article title. Choose the article under Knowledge, labeled Inserts link. Protodesk inserts a link with the article title, not the full article body.

Only publicly available articles are offered. Availability is checked again when you choose one. If an article is no longer public or your draft changed while it was loading, select it again after checking publication and language. Never substitute an internal editor or review URL for a customer-facing article link.

Mention a teammate privately

1. Switch the composer to Note.
2. Type @ and search for an active teammate under People.
3. Select the teammate, add the context they need, and select Add note.

If you select a teammate while writing a customer reply, Protodesk asks Switch to an internal note?. Choose Switch to note only if that is your intended audience. Teammate mentions cannot be sent in a customer reply; remove them before switching back to Reply.

A mention creates an in-app notification for an eligible active teammate other than yourself. Do not assume it guarantees an email, push notification, or immediate response. Ask Evelin in the same picker opens private assistance; it is not a teammate mention or a customer send.

Quoted messages, edits, and deletion

Where a message offers a reply/quote action, use it to keep context attached to your draft, and check the quoted message before sending. Editing or deleting a message in Protodesk is not a recall of an email already delivered to the customer. Send a clear follow-up correction when necessary rather than assuming a local edit changed the recipient's copy.