Sending messages
This page explains the message box at the bottom of a chat: how to send text, emojis, files, voice notes and saved replies, how to reply and react, and what to do when the 24-hour window is closed.
Before you start
- Open a chat in Chatting.
- If the chat is assigned to another agent or group, you can't send messages in it. See Assign a chat.
Send a text message
- Click the message box at the bottom of the chat.
- Type your message.
- Press Enter or click Send.
To add a new line without sending, press Shift + Enter.
A message can be up to 4,095 characters. A counter shows how many you have used.
If your message has a web link, Midlr shows a preview card. Click Remove preview if you don't want the card. The link is still sent as text.
Add an emoji
Click the smiley icon (Add emoji) in the message box and pick an emoji.
Send photos, videos, documents and more
Click the paperclip icon (Attach) and pick what you want to send:
| Option | What it sends |
|---|---|
| Document | PDF, Word, Excel or PowerPoint files. |
| Photos & videos | Pictures and videos. |
| Audio | An audio file. |
| Location | A pin on a map, with a name and address. Search for a place, click the map, or use Use current location. |
| Request | A message asking the customer to share their location. |
| Interactive message | A message with buttons, a list, or a link button. See below. |
| Product | Products from your catalog. You need a catalog linked to the number first. |
| Flows | One of your forms for the customer to fill in. |
| Template | An approved template. |
| Saved Messages | One of your team's saved messages. |
For photos, videos, documents and audio, you pick files from your Media library or upload new ones. You can send up to 5 files at a time.
| File type | Limit |
|---|---|
| Images | PNG or JPEG, up to 5 MB each |
| Videos | Up to 16 MB |
| Documents | PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX |
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You can also paste images straight into the message box, up to 4 at a time.
Ask for the customer's phone number
If a customer reached you without sharing a phone number, the Attach menu also shows Request phone number. It sends them a message asking them to share it.
Send an interactive message
Interactive messages let the customer tap instead of type.
- Click Attach > Interactive message.
- Pick a type at the top:
- Button: up to 3 reply buttons. You can add an optional Header (text, image, video or document) and Footer.
- List: a menu button that opens a list of options, grouped in sections.
- Link: a button that opens a web page.
- Call Permission Request: asks the customer to allow you to call them. See Calls.
- "Call Us" Message: a button the customer taps to call you on WhatsApp. See Calls.
- Fill in the message. The Message Preview shows how it will look.
- Click Send Message (or Send List).
You can also save the message for later instead of sending it.
Record and send a voice note
- Click the microphone icon (Record voice message). Your browser may ask to use your microphone the first time.
- Speak. You can pause and resume while recording.
- Click Stop recording to listen back before sending.
- Click Send voice message to send it, or Delete recording to throw it away.
To keep a recording for reuse, click Save voice message. It goes to your saved messages and isn't sent.
Use saved messages
Saved messages are ready-made replies your team can reuse, such as greetings, price lists or opening hours.
Insert one while typing:
- Type / in the message box.
- Pick a type, or keep typing a name to search.
- Use the arrow keys and press Enter to choose.
- Text replies go into the message box so you can edit them. Other types (buttons, lists, voice) show as Saved message ready to send. Click Send, or Cancel.
Save your own text: type a message, then click the save icon (Save message). Give it a name and click Save. Next time, type / and its name.
You can also open Attach > Saved Messages to browse all saved messages by type. Admins manage the full list in Saved messages.
Reply to a specific message
- Hover over the message.
- Open the message options (the small arrow) and click Reply.
- Type your answer and send it.
The customer sees your message linked to the one you replied to. To cancel, click Cancel reply or press Esc.
React with an emoji
Hover over a message and click Add reaction. Pick an emoji. The customer sees your reaction in WhatsApp.
See message details
Hover over a message, open the message options and click Message details. You see when it was sent, delivered and read, who sent it, and which template, campaign or bot it came from.
You can also pick Share to Team Chat here to send the message to a teammate.
Who sent each message
Small icons next to your business's messages show who sent them:
| Sender | Meaning |
|---|---|
| A team member's picture or initials | Sent by that person in Midlr. |
| Bot | Sent automatically by a bot. |
| AI Employee | Sent by an AI Employee during an automated session. |
| Sent from App | Sent from the WhatsApp Business app on the phone, not from Midlr. |
What the ticks mean
| Icon | Status | Meaning |
|---|---|---|
| Clock | Sending | Midlr is passing the message to WhatsApp. |
| One grey tick | Sent | WhatsApp has it, but it hasn't reached the customer's phone yet. |
| Two grey ticks | Delivered | It's on the customer's phone, not read yet. |
| Two blue ticks | Read | The customer opened it. For voice notes, Played means they listened to it. |
| Red mark | Failed | It wasn't sent. Click the icon to see why. |
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If a customer has turned off read receipts in WhatsApp, you may never see blue ticks, even if they read your message.
When the 24-hour window is closed
WhatsApp only lets you send normal messages within 24 hours of the customer's last message. After that, the badge at the top of the chat says Window closed and you can only send an approved template.
- Click the Send Template button at the top of the chat (the paper-plane icon). It also appears in the bar at the bottom when the window is closed.
- Search for and pick a template. The Preview shows how it looks.
- Click Next and fill in any variables, such as the customer's name. For templates with a picture or video, you can click the media to change it.
- Under When should it go out?, pick Send now or Schedule (pick a date and time, once or on repeat).
- Click Send now or Schedule message.
When the customer replies, the window opens again for 24 hours.
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Need a template you don't have yet? In the template window, under Need a new template?, click Standard or Carousel. The template editor opens in a new tab. New templates must be approved by Meta before you can send them.
WARNING
Meta charges for template messages. See WhatsApp basics.
Other reasons you can't send
The bar at the bottom of the chat explains why the message box is locked:
| Message | What to do |
|---|---|
| "Kindly note that you are unable to initiate a conversation with this contact..." | The window is closed. Click Send Template. |
| Chatting is disabled because you blocked this customer | Click Unblock if you want to talk to them again. |
| "...this contact has Unsubscribed from receiving ads from your business" | The customer opted out of your marketing messages. |
Schedule a message for later
You can schedule template messages to one customer from the Send Template window (choose Schedule). To see or change them, open ⋮ (more options) > Scheduled messages at the top of the chat. For scheduled sends to many people, see Schedules.