Replying on any channel

You reply from the box at the bottom of a thread. You need a Full seat to reply; Basic seats can add notes only.

Choose the channel

The tabs above the reply box show the channels you can reply on for this contact, such as email, text or WhatsApp, plus Note. A channel you can’t use right now is greyed out; click it to see why (for example, the contact has no phone number, or WhatsApp needs a template).

Threadkite starts on the channel the customer last used, so you usually just type and send.

Email replies

The Subject is filled in for you when replying to an email.
Click Cc and Bcc to copy other people in. Someone new you copy in joins the thread.
When you can send from more than one address, pick it in the from list next to the recipient. Threadkite starts on the mailbox the thread’s last email used, so the email history stays together.
Your business’s email signature is added as the email is sent. See Email signature.

WhatsApp replies

You can write freely for 24 hours after the customer’s last WhatsApp message. Outside that window, choose an approved Template and fill in every part of it. See WhatsApp.

Saved replies and attachments

Click Saved replies to drop in a reply you use often. If it has parts in square brackets, fill them in before you send. See Saved replies.
Attach images, PDFs and office documents, up to 20 MB in all.
With Pro you can record a short video and send it as a link they can watch on their phone.
With Pro, Draft writes a reply for you with AI. Read it through before you send.

Send now or later

Click Send (or press Ctrl + Enter, ⌘ + Enter on a Mac).

To send later, open the menu next to the send button and pick a suggested time or Pick a date and time…. Tick Cancel if they reply first if the message only makes sense when they haven’t answered. Scheduled messages show on the thread until they go.

If the thread is in Done, sending reopens it. Use the menu next to the send button to send and keep it done instead.

Delivery

Every message you send shows how far it got: Sending, Sent, Delivered, Opened or Read, depending on what the channel reports. If it couldn’t be delivered you’ll see Not sent or Not delivered.

Threadkite checks each contact’s consent before sending marketing. You can see and change it in the contact panel: Agreed, Opted out or Not asked for each channel.