Answer customers faster, in their language, right where you're reading

A customer asks “Is my order on its way?” and the answer takes five seconds to type. Finding that conversation in the conversation window takes longer than writing it, and while you look, the customer waits. With Inline reply, you answer right where you read the message, whether that is a quick look from Live Conversations or the conversation’s full message history, so quick questions get quick answers.

For agents, that means fewer clicks and less hunting. For managers, it means shorter waits for customers and nothing new to roll out or administer.

Answer in seconds, right from the list

Open Live Conversations and select Preview latest messages on a messaging conversation. The Latest messages card opens at its full size with the recent conversation, newest at the bottom, and a Reply field with a Send button underneath.

Type your answer and select Send. Once Genesys Cloud accepts it, the reply appears in the card as You and the conversation’s waiting time updates, just as it would after a reply from the conversation window. Enter adds a new line, so a half-finished thought never goes out by accident.

Or answer with the whole story in front of you

Some answers need context: the order number the customer gave yesterday, the photo they sent this morning, what a colleague already promised. Open the conversation’s message history in Mediabriz and the same reply box is right there under it. Read back as far as you need, then answer without leaving the page you are reading.

Your reply lands in the history as soon as Genesys Cloud accepts it, and new customer messages keep arriving while you type, so you always answer the latest. Everything you know from Live Conversations comes along: translation, WhatsApp formatting, quick emojis and the SMS counter. And when you just want to read, tuck the reply box out of the way. Mediabriz remembers that you prefer it that way.

Reply in your customer’s language

A customer writes in Spanish and you don’t? Write your answer in your own language and let Mediabriz translate it. Where your browser has a built-in translator, a Translate button sits next to Send. Mediabriz suggests the customer’s language, detected from their recent messages; point to the button to see it (for example Translate to Spanish) and select it.

Your text is replaced by the translation, so you can read it over before sending. The line under the field shows Translated to and the language: pick another language there, or select Undo to get your own words back, even after you have looked at another conversation in between. The list only offers languages your browser can actually translate into, and choosing your original language brings your original text back. On WhatsApp, bold and italic are kept wherever the translation allows, and you are told if a line lost its formatting.

Understand every message, whatever the language

Customer messages in the Latest messages card can be translated too. Point to a message and select the small Translate message icon in its corner. The translation replaces the text, and Show original brings back the customer’s own words. It is the same on-device translation as the Translate button on each message in the message history.

WhatsApp formatting, the way customers see it

On WhatsApp conversations, B and I buttons sit next to Send. Select a word or phrase, or simply place the cursor in a word, and click one (or press Ctrl+B or Ctrl+I, Cmd on a Mac) to make it bold or italic for the customer, and click it again to remove the style, just as in WhatsApp. The button is highlighted whenever the text you are on is already bold or italic, and Ctrl+Z undoes a change. WhatsApp’s own markers stay visible in the field, so you always see exactly what will be sent.

A friendly touch in one click

On every messaging channel, the smiley button (Insert emoji) opens a row of common emojis: 👍 🙏 😊 😀 ❤️ 👋 ✅ 🎉. A quick thank you or a welcome wave takes one click, and the row stays open so you can add a few in a row. It closes when you start typing or send.

Your draft follows you

Need to check an order before you answer? Go ahead. Clicking elsewhere in Mediabriz or Genesys Cloud, a notification popping up, or selecting another conversation in Genesys Cloud leaves the Latest messages card open, and even when you close it your unsent text is kept. Start a reply in Live Conversations and finish it in the message history, or the other way round: it is the same draft, translation included, waiting wherever you pick it up.

Channel rules, handled for you

Inline reply works on web messaging, SMS, WhatsApp, Facebook Messenger, Instagram and Open Messaging, and follows the same rules as the conversation window, so you never have to remember them:

• SMS length. A live counter shows how much room is left: 765 characters for standard text, or 335 when the message contains characters such as Hebrew, Arabic or emoji, and it switches automatically. Pasted text and emoji follow the same limit: only what fits is added, and nothing you already typed is cut.
• Reply windows. WhatsApp allows a free-text reply for 24 hours after the customer’s last message, and Messenger and Instagram for 7 days. When the window has closed, Mediabriz says so and points you to the conversation window, where template messages are available.
• Any language. Type or paste in any language, emoji included. Right-to-left replies are laid out right to left.

Email replies stay in the conversation window.

Nothing to set up, nothing to administer

The reply is sent as you, with your own Genesys Cloud sign-in, exactly as if you had typed it in the conversation window. There is nothing for an administrator to switch on in Mediabriz: if an agent can reply to a messaging conversation in the conversation window, they can reply from Mediabriz. Access follows the agent’s Genesys Cloud role, so withholding the message create permission in Genesys turns it off for that agent.

Your reply never touches Mediabriz servers

The text goes from the agent’s browser directly to Genesys Cloud. Mediabriz does not receive, store or process it. Translation happens in the browser too, on the agent’s own computer, so the text is not sent anywhere to be translated. For usage reporting, Mediabriz counts only that a reply was opened, sent or failed, or reached the length limit, on which channel type, and whether it came from Live Conversations or the message history. The Privacy Policy and Data Processing Agreement describe this flow.

Built for quick answers

Inline reply is for the short answers that make up so much of a messaging shift. Attachments, template messages, wrap-up, notes and transfers stay in the conversation window, one click away whenever a reply needs more than a few words.

Getting started

Inline reply is rolling out now with the latest Mediabriz extension update, which the browser installs automatically. Agents will see the Reply field on their messaging conversations, in Live Conversations and in the message history. Want to see it with your team, or have questions about permissions or rollout? Contact us and we will help.