# Respond to conversations > In Kustomer, a conversation represents a set of interactions within a customer about a specific topic. Source: https://help.kustomer.com/en_us/respond-to-a-conversation-HJ7isEHUZ Last updated: 2026-08-13T20:53:25.879Z In Kustomer, a conversation represents a set of interactions with a customer about a specific topic. You can respond to messages within a conversation in the customer's timeline. ### In this article * [Respond to a conversation](#Responding) * [Character limits](#Limits) * [Reply options](#Options) * [Send a reply](#Sending) * [Understanding attachment size limits](#attachment-limits) * [Change conversation status](#Changing) * [Close the customer](#Closing) ### Respond to a conversation Inbound messages are visible in the customer's timeline. Here, you can type your reply message and format the text as desired using the reply editor options.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/51bd3399de59d8155630dc39e028c49a.png) #### Character limits The character limit for your replies depends on the message channel: * **Email:** 10,240 * **Chat:** 10,240 * **Text/SMS:** 1,600 * **Facebook DM:** 2,000 #### Reply options You can also add attachments, shortcuts, snippets, and links to your replies. The following additional options are available: * **Popout Reply**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8854b1a2fb7a3de2b75a1b6edb7e2280.png) Opens a separate window for you to write your message. * **Expand**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c333332f39635cad89e67b71f5930332.png) to edit the recipient, add CC or BCC recipients, or respond using a specific template. * **Delete** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/be59ec5ccb1697a5b57ad17e8ad0e28b.png)your reply. * **Add Emoji** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/90ba6f5d742e5d6a043912bb5632ec19.png) Insert an emoji in your reply. * **Insert shortcut** Inserts a canned response [using workspace shortcuts](https://help.kustomer.com/use-shortcuts-BymTcNSU). * **Snippets**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/89176077da4482e8644e50530b3ca8cc.png) Inserts translated content using [text snippets](https://help.kustomer.com/en_us/text-snippets-SJ5f74uxm). * **Add Attachment**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ff3235bdb21f94e0143a3b5b9f3a5810.png) Inserts a file. The supported file types are .pdf, .doc, .docx, .xls, .xlsx, .zip, .txt, .mov, and .mp4.  * **Add Image**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e7928244f4ae64f7cd938dee970d4148.png) Inserts an image. Currently supported types are .png, .jpg, and .gif.  You can also add an inline image to a new line by drag and dropping an image to the reply window. Inline images are supported in: * Shortcuts * Email * Notes * Chat **Note:** If you use a shortcut that includes an inline image in a channel that doesn't support them, the image will be sent as a URL. These URLs are public and can be viewed by anyone, including users outside of your organization. ### ### Understanding attachment limits Each channel has its own size limit for attachments: Channel / app Per-file limit Total attachment limit **Chat** (except Sendbird Chat) 50 MB 50 MB **Gmail** 25 MB 25 MB **Amazon SES** 35 MB 35 MB **Sendbird Chat** 5 MB 9.5 MB **All other channels/apps** 5 MB 9.5 MB ### Send a reply Once you are done writing the response, select **Send** to immediately send your message.  You can access additional **send options** from the menu ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/144c34c138f053a1431d490708555ed6.png) next to the main send button. Choosing a different send option will apply only once, and the editor will revert to the default **Send now** option after the message is sent. You can change the default send action for the reply editor by going to **Settings > Personal > Preferences**.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/89274a8a8f967eae712e3f2e806c51c4.png) The following options are available: * **Send now (default)**  * **Send & mark as done**  Sends the message and marks it done. * **Send & snooze until reply**  Sends the message and marks it snoozed until the customer replies. * **Press Enter to send** Press the Enter key to respond to a message. This option is only available for chat, SMS, or Facebook Messenger. Selecting this option will leave it on by default. * **Send later** Schedule your response for a future date and time. This option is only available for SMS and Email. **Note:** Scheduled messages are sent based on the time you select, regardless of your device’s clock or time zone. We automatically account for any time zone differences to make sure messages are delivered at the correct local time. The message appears in the conversation and shows the scheduled time and date in the message. You can change the schedule or delete the message by selecting **Undo**. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d42f93891f0ac5d28ef2935bbe484ffd.png) * **Send and snooze**  This option is available if you have 24 hours turned on as a custom snooze option. Selecting this sends the message and marks it snoozed for the next 24 hours. For more information, see [Custom snoooze options](https://help.kustomer.com/snooze-customization-rkJxHSIb). ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/02f10f71a1ab62ae48aca16bc2e9f376.png) ### Change conversation status Once sent, you can mark this conversation **done**, and move on to the next conversation. Select **Mark As Done** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/88e8ddc18d15944d478e2f2022dbeaa5.png) in the toolbar above the message, or the **Send and Mark Done** action while sending your message. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a8e5ed7f32be5a65d36550e421be0fe2.png) Conversations that are marked _done_ will be shown with a green badge and icon to distinguish them from open conversations. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/338e2e0d8ef83b23dca2ba7bc09f5ee2.png) If a customer replies after you mark a conversation _done_, the conversation will be reopened and appear in search. ### Close the customer The Inbox and Currently Viewing panels in the sidebar keep track of all the customers you've worked with recently. To remove a customer from the sidebar, select **X** on an individual customer or **Clear all** at the top of the list to remove all recent customers. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1d7efedbb9057586ce0f846e0c458db6.png)