Fast conversations are not always linear. A customer may ask several questions at once, send a file between two ideas, or return to something the team wrote earlier. Lavenity now lets both operators and visitors reply to one specific message without breaking the flow of the conversation.
When a normal reply is not enough
In the shared inbox, open the actions menu beside a message and choose Reply. In the live-chat widget, use the reply icon next to the message. A compact preview appears above the composer with the original author and text, so it is clear which part of the conversation the next answer will address.
After sending, the quoted message stays inside the new bubble as a lightweight context block. It supports text, images, and files; when the original message has no text, the attachment name becomes the preview instead.
How quoting a message works
The quote is interactive. Select it to move back to the original message in the conversation, which is especially useful in longer threads where the referenced question is no longer visible on screen.
Reply context is saved with the message and delivered in real time to both sides. It remains available after a refresh, a reconnect, or a return visit, while delivery retries preserve the same reference without creating a duplicate reply.
Context in long and active threads
The result is a small interaction that makes support easier to follow: operators can answer precisely, visitors can see what each response refers to, and busy conversations keep their context without extra explanation.
When to use a reply and when to send a new message
Use a quoted reply when a customer asks several questions, sends two files, or returns to an older part of the conversation. The quote immediately shows what the answer addresses. For a straightforward continuation of the latest message, a normal response is often easier to read and keeps the thread lighter.
Do not force one quote to answer everything. When a message contains several independent questions, separate concise answers with precise references are easier to follow. The customer sees that every point was noticed, and the next operator can reconstruct the logic faster.
Frequently asked question
What does a reply show when the original message only contains a file?
If the original has no text, the preview uses the attachment name. The quote remains interactive, so an operator or visitor can return to the original file in the conversation history.