Reply, react, star, forward and delete messages

Hover over a message and click the ⌄ arrow in its corner. The menu has the same actions as WhatsApp:

• Reply — the message shows quoted above the text field. Send as usual: the customer gets the reply with the quote. Esc cancels.
• Copy the text.
• React — pick one of the six emojis. Clicking the same emoji again removes the reaction.
• Download photos, videos, audio and documents.
• Forward to up to 5 conversations at once. Conversations with a closed 24-hour window show as disabled, and the result shows what reached each one.
• Star — the message gets a ★. The list is in the ⋯ menu at the top of the conversation, under Starred messages, showing this conversation's or all of them. Each team member has their own list.
• Message info — when it was sent, delivered and read.
• Delete — removes the message from Orbit for the whole team, along with the photo or file. The customer still sees it: no channel allows deleting it on their side. Only owners and admins can delete.

When an action doesn't apply to that channel or that message, it shows greyed out with the reason next to it — for example, React on Messenger, or any action on a message that never went out.

Location and contact

A location sent by the customer shows as a map: click to open it in Google Maps. A contact card shows the name and phone numbers, with the Message button — it opens the conversation with that number on the same WhatsApp, without sending anything — and Copy number.

What the customer sees

When someone on the team opens the conversation, the customer sees the blue ticks; while someone types in Orbit, they see “typing…”. To turn both off, go to Settings → Channels, open the channel and uncheck Read receipts and “typing…”.

What each channel allows is in What WhatsApp allows through Orbit.