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Sending Messages, Media, AI Assist & Stream Notes

Summary​

Wabixo's message composer pairs WhatsApp multimedia messaging with integrated AI productivity tools and internal team collaboration. Agents can draft formatted messages, translate or polish text with AI, send document and image attachments, and record private Stream Notes with @mentions that are completely hidden from the customer.

1. Message Composer Anatomy & Formatting​

The message composer sits at the bottom of the active conversation window.

+-----------------------------------------------------------------------------------------+
| [ Sparkles AI Recommends ]                                   [ Globe Language: English v]|
+-----------------------------------------------------------------------------------------+
| Type a message...                                                                       |
|                                                                                         |
+-----------------------------------------------------------------------------------------+
| [Paperclip] [Quick Reply] [Templates] | [B] [I] [S] [</>]               [1024] [Smile]  [Send >]|
+-----------------------------------------------------------------------------------------+

Text Formatting Options​

Wabixo supports standard WhatsApp formatting syntax and provides one-click formatting buttons in the composer toolbar:

StyleWhatsApp SyntaxKeyboard ShortcutToolbar ButtonExample Preview
Bold*Your Text*Ctrl + B / ⌘ + BB iconYour Text
Italic_Your Text_Ctrl + I / ⌘ + II iconYour Text
Strikethrough~Your Text~Ctrl + Shift + S / ⌘ + Shift + SS iconYour Text
Monospace / Code`Your Code`Ctrl + Shift + C / ⌘ + Shift + C< / > iconYour Code

Composer Features & Shortcuts:​

  • Send Message: Press Enter (desktop) or click the Send button.
  • Line Break: Press Shift + Enter to start a new paragraph without sending.
  • Draft Auto-Save: Unsent drafts are automatically saved in local memory per conversation. Switching between chats will restore your unsubmitted draft.
  • Slash Shortcut Trigger (/): Typing a forward slash / at the end of your text instantly opens the Quick Reply selection popover.
  • Emoji Picker: Click the Smile icon to browse and insert standard emojis.

2. Built-in AI Assist: Suggestions & Language Conversion​

Directly above the text composer is the AI Assist bar, giving agents tools to communicate faster and across regional languages:

1. AI Language Converter (Globe icon)​

Customer inquiries often arrive in regional languages. Wabixo includes an integrated AI translation tool supporting 14 languages:

  • Supported Languages: English, Hindi (हिन्दी), Bengali (বাংলা), Tamil (தமிழ்), Telugu (తెలుగు), Kannada (ಕನ್ನಡ), Malayalam (മലയാളം), Marathi (मराठी), Gujarati (ગુજરાતી), Punjabi (ਪੰਜਾਬੀ), Odia (ଓଡ଼ିଆ), Assamese (অসমীয়া), Urdu (اردو), and Arabic (العربية).
  • How to use:
    1. Type your reply in your preferred language (e.g. English).
    2. Click the Language Dropdown in the composer header.
    3. Select the target customer language (e.g., Hindi or Tamil).
    4. The AI converts your draft directly inside the input box for your final review before sending.

2. AI Recommends (Sparkles icon)​

When responding to complex inquiries, click AI Recommends to analyze recent conversation context:

  • Option 1 (Concise): Generates a short, direct reply ideal for rapid mobile reading.
  • Option 2 (Detailed): Generates a comprehensive, step-by-step explanatory answer.
  • Clicking any suggested card instantly populates the message composer.

3. Sending Media & Document Attachments​

Wabixo allows agents to send product catalogs, invoices, brochures, and images directly to customers.

How to Attach Files:​

  1. Click the Paperclip (Paperclip) icon in the bottom toolbar.
  2. The Send Media modal opens with two tabs:
    • Images Tab: Supports JPEG and PNG image files.
    • Documents Tab: Supports PDF, TXT, XLS, XLSX, DOC, DOCX, PPT, and PPTX files up to 10 MB.
  3. Select or drag-and-drop the file into the upload zone.
  4. Draft File Preview Card:
    • Once selected, a draft card appears directly above the text box showing a thumbnail, the file name, and file size.
    • Click the X button on the card if you wish to remove the attachment before sending.
  5. Adding a Caption:
    • Type your caption into the message input box.
    • A live character counter displays in the bottom-right (e.g., 245/1024). Meta enforces a strict 1,024-character maximum for media captions.
  6. Click Send to dispatch the attachment and its caption together.

4. Audio Playback in Chat​

When customers send voice notes or audio messages:

  • Wabixo renders an inline Custom Audio Player directly within the conversation bubble.
  • Controls include Play / Pause, an interactive seekable progress bar, and elapsed time counters.
  • Agents can listen to customer voice recordings directly in their browser without downloading external media files.

5. Stream (Internal Notes) & Team Mentions​

Customer conversations often require internal discussion, approvals, or context handoffs. Instead of using external chat apps, agents use Stream Notes in the Right Panel.

+-------------------------------------------------------------+
| Customer Info | Attributes | Tags | [ STREAM (3) ]          |
+-------------------------------------------------------------+
| [ + Add Note ]                                              |
|                                                             |
| Priya Mehta · 10:45 AM                                      |
| @Rahul Client requested 15% enterprise discount. Approved.   |
| Tagged: Rahul Sharma                                        |
+-------------------------------------------------------------+

How to Post a Stream Note:​

  1. In the Right Side Panel, locate and expand the Stream section.
  2. Click + Add Note.
  3. Type your internal note.
  4. Mentioning Teammates (@):
    • Type @ followed by a colleague's name. An auto-complete popup displays matching active team members.
    • Select the teammate to tag them in the note.
    • Note: Wabixo automatically prevents self-tagging.
  5. Click Save Note.

Key Rules of Stream Notes:​

  • 100% Invisible to the Customer: Stream notes are stored strictly within Wabixo and are never transmitted over the WhatsApp Cloud API.
  • Editing & Deletion: Agents can edit or delete their own notes using the pencil (Pencil) and trash (Trash2) icons.
  • Full History Modal: Click View All to open the paginated Stream dialog, allowing team leaders to search past internal notes by keyword or filter by author.

6. Meta Delivery Status Receipts (Ticks)​

Next to every outbound message bubble, Wabixo displays real-time delivery receipts returned by Meta's WhatsApp servers:

IconStatusTechnical Meaning
Clock (Pulsing)SendingThe message is queued and transmitting to the WhatsApp Cloud API.
Single Tick (Check)SentThe message was accepted by Meta's WhatsApp servers.
Double Grey Tick (CheckCheck)DeliveredThe message was delivered to the customer's handset.
Double Blue Tick (CheckCheck primary)ReadThe customer opened and viewed the message thread.
Red Alert (AlertCircle)FailedDelivery failed (e.g. 24-hour service window closed or invalid number).

7. Customer Troubleshooting & FAQs​

Problem: Message shows a red Failed icon and will not send​

  • Why it happens: The WhatsApp 24-Hour Customer Service Window has expired. Meta requires customer-initiated contact before agents can send free-form messages.
  • How to resolve: Click the Templates (LayoutTemplate) icon in the bottom toolbar and send an approved Meta Message Template to re-open the conversation window.

Problem: Error alert saying "Media caption cannot exceed 1024 characters"​

  • Why it happens: WhatsApp Cloud API enforces a hard ceiling of 1,024 characters for any caption attached to an image, video, or document.
  • How to resolve: Shorten your message text in the composer until the counter shows under 1,024 characters, or send the long text as a separate message right after the attachment.

Problem: Document upload fails or is rejected​

  • Why it happens: The document exceeds the 10 MB file size limit or uses an unsupported file extension.
  • How to resolve: Verify your file format is supported (PDF, DOC/DOCX, XLS/XLSX, PPT/PPTX, TXT) and compress large PDFs before uploading.

FAQ: Can the customer ever see what we write in Stream Notes?​

Never. Stream notes and @mentions are saved solely in your private Wabixo internal database. They do not trigger WhatsApp webhooks or customer-facing messages.