Send a chat message

By default you can edit a previously sent chat message up to 60 seconds after you send it. Your admin can disable this feature or set the time to a different value. For more information, see Configure edit time for sent Genesys Cloud chat messages. You can edit a previously sent chat message up to 60 seconds after you send it.

1. Click Edit next to the chat message or click the up arrow key on your keyboard. A new chat edit window opens. 
2. Change your message and press Enter to save your changes. Your changes appear in the chat room with a visual indicator that you edited it.
   Notes:

   • If you decide not to save your edit, press Esc to cancel.
   • If you do not press Enter before the countdown timer reaches zero, the edit window closes without saving your changes. 
   • When you edit a chat, Genesys Cloud sends no new notifications.
   • You can edit the message as many times as you want, as long as your edits are within the 60-second time limit.
3. Alternatively, you can type the following command to substitute the original message with a new one:

   s/former message/new message

   Note: When you use this command, you still have 60 seconds to replace your message, but the countdown timer does not appear.

Use simple markup to add formatting to chats. For a complete list of markup possibilities, see Format text in chats.

1. Click the emoji icon in the chat window.

2. Select a category at the top of the emoji menu and scroll to view different emojis in each category.

3. Select an emoji. 

4. Press Enter to send your message with the emoji.

Use to mention a specific person in a group chat room and invite them to that chat room. 

1. In a chat message, type and begin to type a person's name.

2. To address a comment to a specific person or invite them to the chat room, select a name from the list of suggestions.

3. Press Enter. The person's name appears as a hyperlink in your message in the chat room.

4. To open that person's profile page, click the @username hyperlink.

To quote and reply directly to a specific person in a group chat or private chat room, beside the line you want to quote, click Quote .

1. To the right of the chat that you want to quote and reply to, click Quote .
2. If you are in a group chat room, you can do any of the following:
   • To reply to the whole room, select that chat room.
   • To reply to a person directly in a one-to-one chat, select the person.
   • To reply to a different chat room, select another chat room from the chat roster.  
3. In the chat reply window, type your message and press Enter. Your chat message and the original chat message appear in the chat room.

If your admin enables chat reactions, you can react to a chat message. To react to a chat message, do the following:

1. Hover over the message that you want to react to. Genesys Cloud highlights the message.
2. To the right of the message click one of the following:
   • To express approval, click Approve .
   • To express disapproval, click Disapprove .
   • To express that you love the message, click Love .
   • To use another emoji to express your reaction, click Emoji and select the emoji from the options.

Message pinning allows you to pin important messages. If your admin enables the ability to pin a chat message, then you can pin a message to the top of your chat room. To pin a chat message, do the following:

1. Hover over the message that you want to pin. Genesys Cloud highlights the message.
2. To the right of the message click Pin .
   A purple push pin icon appears.
   Notes:

   • To pin a message in an official group, you must be the owner of the group. Anyone can pin a message in a personal group.
   • You can pin up to five messages in a group.
   • To see all pinned messages for a group, above the chat area, click Pin .
   • To unpin a message, in the pinned message, click the purple pin icon.

Chat commands allow you to control and add features to a chat room without using your mouse.

To use chat commands, type a slash in any chat room and click a command from the command list, and press Enter. Alternatively, type the whole command. Press Enter again to run the command.

Send a specific hexadecimal color sample in a chat.

1. Type @ and the six character hexadecimal color code.
   For example, to show light blue in the chat room, type the following:
   @#66CCFF 
2. To send the chat message, press Enter. 
   The color appears below your chat message.

To clear the orange line that shows you have new unread messages, do one of the following:

• Scroll to the most recent message.
• Respond to the conversation with a new message.
• Press Esc.
• In the chat room, click New Messages.
  Notes:

  • When you read a message on any device, Genesys Cloud marks the message as read on all other devices.
  • If you mute a room, Genesys Cloud does not display unread message indicators.

To view and navigate to recent chat rooms and messages quickly, use chat quick access and its keyboard shortcuts. 

To use chat quick access, above the Chats roster, click Quick chat access or the keyboard shortcut for your operating system.

To search for a person or group, type the first few letters or a keyword for the person or group that you seek. Use your pointer or keyboard shortcuts to navigate among the results. By default, chat quick access displays the 10 most recent chat conversations. For more information about keyboard shortcuts, see Use chat quick access.

Close a chat conversation, stop receiving notifications for it, and remove it from your current chat categories.

Hover your mouse pointer over the chat that you want to close, and click Close when it appears.

The chat moves to the Recently Closed category in the chat roster where you can select it to reopen it for a limited time.