The composer: snippets, drafts that survive, and Send & next

The reply box is where support actually happens. We've spent more time on the composer than on any other surface in the product, because every second of friction here gets multiplied by your conversation volume.

Snippets, summoned with /

Type / at the start of any line to open the snippet picker. It fuzzy-matches as you type, so /refund lands on the refund canned reply, /route lands on the wrong-team handoff. Pick one with ↵ and the snippet is dropped into the cursor position with variables ({{customer.first_name}}, {{order.id}}) already filled in from the conversation context.

Snippets are an org-wide resource — what one teammate writes, everyone gets. We deliberately don't have personal snippets because the second one teammate writes "sorry for the inconvenience" and another writes "apologies for the delay," your help center is no longer a help center, it's a hostage situation.

Drafts that survive everything

Every keystroke autosaves to a draft scoped to the conversation and to you. Close the tab, kill your laptop, switch to a different conversation and come back — your draft is exactly where you left it. Two agents drafting on the same conversation each get their own private draft; we surface a quiet "Lina is also drafting" indicator so you don't both send the same reply 12 seconds apart.

Drafts hang around until you send, discard, or the conversation closes. They are not synced across devices in real-time, by design — the autosave is server-backed but the editor is the source of truth while you're typing.

Send, and Send & next

⌘↵ sends. ⌘⇧↵ sends and immediately moves you to the next conversation in your current view. The second one is the workhorse. If you're processing the unassigned queue, Send & next is how you get from 40 open to 0 open without ever touching the list.

The five-second undo

After you hit send, a toast appears at the bottom of the screen: Sent — undo (5s). Click it (or hit ⌘Z) within five seconds and the message is recalled before it leaves the building. This is the single most-used safety net in the app. Five seconds is short enough that it doesn't slow you down and long enough to catch the "wait, that was the wrong customer" reflex.

After the five seconds, the message is gone — really gone. There is no "edit sent message." That's a Slack-shaped problem, not an email-shaped one.

Scheduled send

Scheduled send (pick a time, queue the reply) is coming. Today, if you need to land a message at 9am the customer's time, write a draft and the autosave will hold it for you until you come back to hit send.