Replying is the thing you’ll do most. Keloa’s composer is built to be fast — rich text where you need it, AI assistance on tap, and keyboard shortcuts for everything.
The composer
Open any conversation to see the composer at the bottom. It supports:
- plain text, line breaks, and basic Markdown where the channel allows it
- file attachments (drag and drop)
- emoji via
: — start typing to search
- macros via
/ — insert saved replies
- mentions via
@ — notify a teammate inline
Send with Cmd/Ctrl + Enter.
AI drafts
When your agent can help, a ✨ Draft with AI button appears above the composer. Click it to get a reply suggestion based on the conversation context and your knowledge base.
The draft lands in the composer — you can send it as-is, edit it, or discard it. Nothing is sent to the customer until you hit Send.
The first time an AI draft surprises you, open the conversation’s Sources panel — you’ll see exactly which knowledge pages it pulled from.
Taking over from the AI
If the AI is already handling a conversation, sending your own reply automatically takes the conversation over — the AI steps back and won’t reply again unless you explicitly hand it back.
To hand back: click the AI badge in the header → Let AI continue.
Macros (saved replies)
Type / in the composer to open the macro picker. Pick one, it inserts the body. Variables like {{contact.first_name}} are replaced on send.
Create macros in Settings → Macros. See Macros.
Internal notes
Toggle Note in the composer to write something only teammates see — never sent to the customer. Great for handoff context or tagging a colleague (@Sanne what do you think?).
Keyboard shortcuts
| Shortcut | Action |
|---|
| j / k | Next / previous conversation |
| e | Resolve |
| r | Reopen |
| a | Assign |
| t | Add tag |
| n | Toggle note mode |
| Cmd+Enter | Send |
| Cmd+K | Open command palette (search anything) |
Channel quirks to know
| Channel | Note |
|---|
| WhatsApp | Outside the 24-hour customer service window, you can only send approved template messages. |
| Instagram / Messenger | Attachments are limited to images, short videos, and audio. |
| Email | Your reply includes your workspace signature and threads with the original. |
| Webchat | Attachments appear inline; typing indicators show both ways. |
