Sending a Message
QuantixOne CRM lets you reply to customers via WhatsApp, SMS, or Email — all from within the conversation thread. This guide walks you through composing and sending messages, understanding the WhatsApp messaging window, and handling attachments.
Opening the Message Composer
Open any conversation from the Inbox. At the bottom of the conversation thread, you will find the message composer. Click inside the text area to start typing your reply.
Choosing a Channel
If the contact has more than one channel available (for example, both WhatsApp and Email), you can choose which channel to send through. Click the Channel selector above the composer to switch between channels.
Sending a WhatsApp Message
Within the 24-Hour Window
WhatsApp allows your team to send free-form messages (any text you write) only within 24 hours of the customer's last inbound message. This is called the customer care window.
When the window is open, simply type your message in the composer and click Send.
Outside the 24-Hour Window
If the customer has not sent a message in the last 24 hours, the free-form composer is replaced with a template selector. You must send a pre-approved WhatsApp template message to re-open the conversation.
Note: WhatsApp requires businesses to use approved templates when initiating or re-opening a conversation. Template messages may have an associated cost per message.
Click Select Template to choose an approved template from your library.
Choose the appropriate template from your library. A preview is shown before sending.
Click Send Template to deliver the message.
Sending an SMS Message
Switch the channel to SMS using the channel selector. Type your message in the composer and click Send.
Note: SMS messages are plain text. Character limits may apply depending on your messaging provider.
Sending an Email
Switch the channel to Email using the channel selector. The composer will expand to show:
- Subject Line — Enter a subject for the email.
- Body — The email content (supports basic formatting).
Fill in the subject and body for your email reply.
Click Send when your email is ready.
Attaching Files
You can attach files to any message — images, documents, videos, and more. Click the Attachment icon (paperclip) in the composer toolbar.
Select the file from your device. The file will be uploaded and appear as a preview in the composer before you send.
Note: File size limits depend on the channel. WhatsApp supports images, documents, audio, and video up to certain sizes. Very large files may not be deliverable via SMS.
Resending a Failed Message
If a message fails to deliver, it will appear in the timeline with a Failed status and a red error indicator. Click the Resend button (refresh icon) on the failed message to retry delivery.
Note: Before resending, check whether the contact has updated their phone number or whether their messaging app is active.
Video Walkthrough
Watch the complete walkthrough below to see how to compose and send messages in QuantixOne CRM.