For AI agents: the complete documentation index is available at https://docs.clickmax.io/en/llms.txt, the full documentation bundle is available at https://docs.clickmax.io/en/llms-full.txt, and this page is available as Markdown at https://docs.clickmax.io/en/features/messaging/message-actions-in-livechat.md.
  • English

      • Why is an action missing on a chat message?

      Live Chat shows, on each message, only the actions that will work for it. If an action is missing, it would fail on that message: it is not disabled, it is hidden.

      Before you start

      • Where: Support, inside a conversation.
      • Role: the usual one; permissions do not change.

      Where the actions are

      1. Hover over the message (or focus it with the keyboard). Next to the bubble you get up to two direct buttons, Reply and React, and the three-dot Message actions button.
      2. Click the three dots, right-click the message or, on a phone, press and hold. The menu has the other actions: Reply, Copy, Download, Favorite (or Unfavorite) and Forward.
      3. To use the menu with the keyboard only, Tab to the Message actions button, pick an action with the arrow keys and press Enter.

      A phone has no hover: the menu opened by press and hold is the way to reply, copy, download, favorite and forward. React stays on the button beside the bubble.

      When each action appears

      ActionAppears when
      ReplyThe conversation allows replying (an attendant is active or the reply window is open) and the message was already sent.
      ReactThe channel passes reactions on to the contact, the conversation has an attendant, the message was delivered to the channel and did not fail. It does not appear on internal notes or system messages.
      CopyThe message has content that can be copied. For images, videos, audio and files it copies the file link.
      DownloadThe message is an image, video, audio or file, was already sent and the file is available.
      Favorite and ForwardThe conversation has an attendant and the message was already sent. They also appear on failed messages that were sent.
      TranscribeIt is an incoming audio, transcription is on in your workspace and it has not been done yet. The button sits inside the audio bubble.

      If an action disappeared

      • I just sent the message: while it shows as "sending", reply, react, favorite and forward stay hidden. Wait for the send to finish.
      • The message failed: you cannot react to it. Use the button shown with the failure; see My message failed in the chat. How do I find out why?.
      • The bubble says "unsupported message" or the file does not open: there is no content to copy, download, favorite or forward.
      • The conversation has no attendant: react, favorite and forward need an attendant. See attendant assignment.
      • React is missing on one channel: not every channel passes reactions on to the recipient. On those channels the button is hidden.

      If it didn't work

      • The action should appear according to the table above and does not: refresh the page and check that the conversation has an attendant. If it persists, contact support with the channel and message type.