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The composer at the bottom of the conversation view is where you compose responses once you take over a ticket. It provides rich text editing capabilities, attachment support, and flexible options for managing how and where your message is sent.
The composer is only available once you’ve taken over a ticket.
Screenshot of composer

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Rich text editing

The composer includes a full-featured rich text editor that allows you to format your messages professionally. The formatting toolbar provides quick access to common styling options:
  • Bold and italic text for emphasis
  • Bulleted and numbered lists for organized information
  • Hyperlinks to reference external resources or documentation
  • Block quotes for citing previous messages or policies
Use keyboard shortcuts for faster formatting: Cmd/Ctrl + B for bold, Cmd/Ctrl + I for italic, and Cmd/Ctrl + K to insert a link.
Formatting is preserved when your message is sent, ensuring customers receive well-structured, readable responses regardless of their email client or chat interface.

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Attachments

For email tickets, you can attach files to your responses by clicking the attachment icon in the composer toolbar. This is useful for sending:
  • Documents (PDFs, Word files, spreadsheets)
  • Images and screenshots
  • Invoices, receipts, or other supporting materials
Attachments are only available for the email channel. Chat tickets do not support agent-side attachments.
To add an attachment:
  1. Click the attachment icon (paperclip) in the composer toolbar
  2. Select the file(s) you want to attach from your device
  3. The attached files will appear below the text editor
  4. Click the remove button on any attachment to remove it before sending
Be mindful of attachment file sizes. Large attachments may fail to deliver or end up in spam filters. Keep individual files under 10MB when possible.

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Selecting recipients

When Typewise detects that a ticket originated from a forwarded email, additional recipient options become available in the composer. This allows you to control exactly who receives your response.

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How forwarding detection works

If a customer forwards an email thread to your support address, Typewise parses the original email chain and identifies the original participants. You can then choose whether to:
  • Reply to the forwarder only: Send your response only to the person who forwarded the email to you
  • Reply to original recipients: Include the original sender and any CC’d parties from the forwarded thread
  • Customize recipients: Manually add or remove email addresses before sending
When forwarding is detected, a recipient selector appears above the composer. Click on it to expand the full list of available recipients and toggle who should receive your response.
Always review the recipient list before sending, especially on forwarded threads. This helps prevent accidentally sending internal information to unintended parties.

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Switching channels

Typewise allows you to switch a ticket’s communication channel directly from the composer. This is particularly useful when a conversation that started in chat needs to continue over email—for example, when you need to send attachments or formal documentation. Screenshot of channel switcher

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Switching from chat to email

To switch a chat ticket to email:
1

Open the message type selector

Click on the dropdown button next to the send button in the composer. This reveals the available message types and channel options.
2

Select the email channel

Choose Email from the channel options. The composer will update to show email-specific features.
3

Enter the recipient's email

If the customer’s email address is already known (from their profile or previous interactions), it will be pre-filled. Otherwise, you’ll need to enter their email address manually.
4

Compose and send

Write your message using the rich text editor, add any attachments if needed, and send. The ticket will now continue as an email conversation.
Switching from chat to email is a one-way operation. Once a ticket has been moved to email, it cannot be switched back to chat. Make sure email is the appropriate channel before switching.

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Notes mode

The composer can be switched to notes mode for recording internal notes that are visible only to your team. Notes are essential for collaboration, documentation, and keeping context when tickets are transferred between agents. Mentions input field

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Switching to notes mode

1

Open the message type selector

Click on the dropdown button next to the send button in the composer.
2

Select Notes

Choose Notes from the dropdown menu. The composer will change appearance—typically turning yellow—to clearly indicate you’re in notes mode.
3

Write your note

Compose your internal message. Notes support the same rich text formatting as regular replies.
4

Send the note

Click send. The note will appear in the conversation timeline with a distinct visual style, visible only to agents.
Always double-check that you’re in the correct mode before sending. Notes mode has a distinct visual indicator (yellow background) to help prevent accidentally sending internal information to customers.

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Mentions in notes

Notes support @mentions for tagging colleagues and drawing their attention to specific tickets. To mention someone:
  1. While in notes mode, type @ followed by the person’s name
  2. Select the correct user from the autocomplete dropdown
  3. Complete your message and send
The mentioned user will receive a notification and can view the note in their Mentions tab. They can also reply directly to your note, creating a threaded conversation for organized internal discussion.
Use mentions to ask questions, request input, or notify colleagues about important updates—all without leaving the ticket or sending separate messages.