Why it matters
Forwarding messages lets you quickly share information from one conversation to another contact without manually copying or pasting content.
Key Concepts
Forward Message: Copies the selected message or internal note into a new outgoing message draft for a different contact.
Internal Note: A message visible only to team members within the conversation.
Step-by-Step: Forward a Message
Go to your Inbox.
Open the conversation that contains the message you want to forward.
Hover your cursor over the message to reveal additional options.
Click Forward Message.
Enter the contact name or phone number of the recipient.
Select the correct contact from the suggestions.
Click Send to deliver the forwarded message.
Tips and Best Practices
You can forward both customer messages and internal notes.
The recipient receives the forwarded content as a regular message from you.
Use the search bar to quickly locate the correct contact.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot find the Forward Message option | Cursor is not hovering over the message | Hover directly over the message bubble to display options |
Message forwards to the wrong contact | Incorrect contact selected | Confirm the recipient’s details before sending |
Message content is missing | The original message was deleted | Ensure the original message still exists |