How to send a message

This article will take you through how to send a message using Gnatta and the different things you can include.

Sending a Message

First, you need to have an interaction open that you want to respond to. Once you open an interaction in the radar, the response section will be in the bottom-middle.

The response section is where you compose, you guessed it, your response! This article won’t cover all variations of the response section as it’s slightly different for each channel, but it will cover the basics.

Characters remaining in the bottom right are inherited from the channel so will be subject to change (e.g. 1000 characters available for a tweet)


We will cover the bottom left icons from left to right, starting with Emojis.

You can search for emojis, use your frequently used ones, or use the icons at the top to select the category of emoji you want. Not all emojis are available, Gnatta has removed anything that might be considered profane.


Content is covered here in more depth, but clicking this will open up a list of all content responses you could use for this reply. If you have any questions about the content options you have or want to add to them, then please refer to the article mentioned previously. Alternatively, contact your domain Admin.


Notes are covered here in more depth. Clicking this will let you add a coloured note, which can be customised by your Admin and will appear privately (notes are always private and can never be seen by any third party or customer) once you save them.

Link shortening gives you the option to shorten your links down, especially useful on channels like Twitter where character count is limited. You can use our native link shortener which will create a link, alternatively, you can use your own link shortening service.


Attachments can be added through dragging and dropping, or by clicking and selecting the desired file. Once you’ve added a file, you will be able to see its name and the number of attachments added to the message.

You are still able to compose and send a message, this will show differently to the customer or third party based on the channel you are responding on. There are also file limitations to what Gnatta, and the channels we integrate with will allow. The allowed file types are:

  • .PNG
  • .JPG

The media in the bottom left will change from channel to channel as some impose limitations on what can be done. Emojis, notes (insert link to notes), content (insert link to content) and link shortening is available on all channels, but attachments are not, please check the channel and it’s limitations if you’re unsure.The all button in the top left shows you the conversations you have in this interaction. If you click on it, you can choose a specific conversation, which will only show you those messages in the conversation section.

Sending Messages

Sending messages should usually be viable, but you may find in some situations that you are unable to send a message. There are numerous reasons this might be, including but not limited to:

  • Not having the correct permissions to send the message
  • Trying to respond in the wrong context (for example, trying to reply publicly to a private message)
  • Too much time has passed since your last message, and the channel won’t let you respond (Facebook does this, for example)
  • You have exceeded the character count

🗝️ Please check these, and if your problem persists, then reach out to your Service Delivery Manager or contact your Admin.

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