How do I compose messages?

In the Action Bar, enter compose to view a list of message types that you can use to send messages to customers or team members. Here's how you compose the various message types for a help desk request:

Action	Description
Compose Email	Creates a response message type. A new conversation thread is started. The Channel Type defaults to Email. You can insert Smart Text by typing # to display a list of rich-text Smart Text entries, and type-ahead to progressively search and filter this list. You can add attachments which are displayed inline.
Compose Internal Note	Creates an internal note message type. Use internal notes to communicate with your other team members who have access to your requests. You can insert SmartText by typing # to display a list of rich-text SmartText entries, and type-ahead to progressively search and filter this list. You can add attachments, which are displayed inline.
Compose Web Message	Creates a response message type. A new conversation thread is started. The Channel Type defaults to Web. You can insert SmartText by typing # to display a list of rich-text SmartText entries, and type-ahead to progressively search and filter this list. You can add attachments, which are displayed inline.
Capture Customer Message	Capture what the employee has reported to you about the help desk request. You should use this action only if you aren't using the typical ready-to-use channels such as email integration.
Compose Message	Creates a new response message type. A new conversation thread is started. You must select the Channel and Channel Type. The To is defaulted as the primary point of contact on the request, but you can click the field to show a drop-down list of contacts and team members associated with this SR, search for any user, or manually enter any email. You can also click the link to add a CC or BC. You can insert SmartText by typing # to display a list of rich-text SmartText entries, and type-ahead to progressively search and filter this list. You can add attachments, which are displayed inline.
Start Internal Conversation	Starts a new conversation thread with the team or other resources within your organization. You must select the Channel and Channel Type. You can add attachments, which are displayed inline.