Replies: How-to guides

Recipes for the composer. For the overview, see Replying: getting started.

How do I reply to the customer?

Goal: Send a message the customer receives.

In the composer, select Reply.
Type your message.
Click Send Reply, or press ⌘+Enter or Ctrl+Enter.

Result: Your reply is sent to the customer and added to the thread as an Agent message. If it can't be sent, it shows in the thread as not sent, with the reason.

How do I leave an internal note for my team?

Goal: Add a comment only your team can see.

Switch the composer to Internal Note. The composer turns yellow.
Type your note.
Click Add Note, or press ⌘+Enter or Ctrl+Enter.

Result: The note shows as a yellow Internal Note in the conversation. It is never sent to the customer.

⚠️ Double-check the mode before sending. Reply goes to the customer. Log and Internal Note do not.

How do I record a phone call or visit?

Goal: Add what the customer told you outside email to the conversation.

Switch the composer to Log.
Type what the customer said.
Click Log message, or press ⌘+Enter or Ctrl+Enter.

Result: The message is added to the conversation, marked as logged by you. Nothing is sent to the customer.

How do I attach a file?

Goal: Send a screenshot, PDF, or other file.

Click the paperclip Attach button and choose one or more files. All the files on one message can add up to 20 MB, including images placed inside the message.
The files are listed above the send button. Remove any with its ×.
Send the message as usual.

How do I send faster with the keyboard?

Press ⌘+Enter or Ctrl+Enter to send the reply, log, or note without reaching for the mouse. Either key works. The hint next to Attach shows the one for your computer. The hint is hidden on small screens, but the shortcut still works.

How do AI-drafted replies work?

Goal: Use Kit's draft instead of writing from scratch.

In the ticket thread, find the AI drafted a reply card. Nothing is sent yet.
Click Edit this draft. The draft is copied into your composer. If you've already typed something, LittleDesk asks whether to replace it.
Change anything you want, then click Send Reply.

Result: The customer gets your edited reply. If you don't want the draft, click Dismiss on the card and write your own reply.

How do I approve a reply Kit wants to send?

Goal: Decide on a reply Kit has asked to send for you.

Find the request in the inbox's Needs your review or in the ticket thread.
Click Approve & send to send it as written, or Reject to discard it.
To change it first, click Edit. The reply opens as code in a text box. Change the text inside the quotes after "body", then click Approve with edits.

Result: The reply is sent, or discarded if you rejected it. An admin can set Kit to send replies without asking for approval. Full details: the approval flow.

I'm a collaborator and can't reply to the customer. Why?

Collaborators can read tickets and add internal notes, but can't send customer replies or log messages. The composer shows only Internal Note for them. That's by design. To send customer replies you need the Member role or higher. The invite dialog calls this role Agent. An admin can change roles in Settings > Teams & Members.

ℹ️ The composer is rich text, with bold, lists, and links. Formatting is optional. In an Internal Note you can @mention a teammate to notify them. Mentions work only in notes, so a reply or log never carries one. Not available yet: saved replies and slash commands. This guide will add those recipes when they ship.