> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cura.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Replying to a customer

> By the end of this guide, you'll be able to reply to any customer, on any channel, directly from Cura — no jumping between the LINE app, Instagram, and Messenger.

By the end of this guide, you'll be able to reply to any customer, on any channel, directly from Cura — no jumping between the LINE app, Instagram, and Messenger.

Every reply you send from the **Inbox** goes straight to the customer in their own channel. They never know they're talking to a different tool; they just get a fast, friendly answer.

## Before you begin

* Open a conversation from the **Inbox**.
* If **your AI** is currently handling the conversation, you'll **take over** first so you can type. (See [Taking over from the AI](/inbox/taking-over-from-the-ai).)

***

<Steps>
  <Step title="Open the conversation">
    Click any conversation in the list. You'll see the full message history with the customer, newest at the bottom, and the message box at the bottom of the screen.

    <Frame>
      <img src="https://mintcdn.com/cura-2d9288ab/mTvBrm7WZR5GpnU1/images/inbox/conversation-view.png?fit=max&auto=format&n=mTvBrm7WZR5GpnU1&q=85&s=a99df187675e9518aabeb14dbfdd95ad" alt="A conversation open in Cura with the full message history and the reply box" width="2880" height="1560" data-path="images/inbox/conversation-view.png" />
    </Frame>
  </Step>

  <Step title="Make sure you're in Reply mode">
    Above the message box is a toggle:

    * **Reply** — your message is sent to the customer.
    * **Private Note** — your message is visible only to your team, never to the customer.

    Make sure **Reply** is selected before you type a customer-facing message.

    <Warning>
      Double-check the toggle. A private note left in **Reply** mode would be sent straight to the customer.
    </Warning>
  </Step>

  <Step title="Write and send">
    * **Type your message:** press **Shift + Enter** for a new line within the same message.
    * **Add a saved reply:** start typing `/` to pull up your reusable answers. (See [Using saved replies](/inbox/using-saved-replies).)
    * **Attach an image or file:** use the attach button to send photos, videos, or documents.
    * **Send:** click **Send** when you're ready.

    <Check>You've now replied — the message is delivered in the customer's channel.</Check>
  </Step>

  <Step title="Watch the response window">
    Some channels limit how long you can message a customer after their last reply.

    * If you see a **Response Window Closed** notice, the channel's 24-hour policy is blocking new messages until the customer replies again.
    * This is set by the channel (for example, Messenger), not by Cura.

    <Tip>
      When a window is open and the customer is waiting, reply promptly. Fast first responses are what turn an enquiry into a booking.
    </Tip>
  </Step>
</Steps>

## Troubleshooting

* **Can't type in the box?** The AI may still be handling the conversation — take over first.
* **Send button greyed out?** Check the response window notice, or that the channel is still connected.

***

### Related articles

* [The Inbox explained](/inbox/the-inbox-explained)
* [Taking over from the AI (and handing back)](/inbox/taking-over-from-the-ai)
* [Using saved replies](/inbox/using-saved-replies)
* [Sending images, files, and attachments](/inbox/sending-images-files-and-attachments)