# How to send a reply

# How do I send a reply?

This article explains how to **reply to customers** from the Flownally Inbox while navigating channel-specific reply windows. Follow these steps to keep your support queue moving and quickly troubleshoot minor delivery issues.

### In this article, you will learn how to

- **Send a message to an active chat** from your Inbox.
- Understand channel-specific rules like reply windows.
- Troubleshoot message delays and inactive conversations.

## Before you start

Before sending a reply, make sure you have:
- **Connected at least one channel**.
- **Have an active Flownally subscription**.

## How to send a reply

1. Log in to your Flownally workspace.
2. Go to the **Inbox** tab.
3. Choose an **active chat**.
4. Type a message.
5. Click on **Send** to send the message.

> **Important:** You cannot sent a message on inactive chat.

## What happens after sending a reply?

After sending a reply, your message is instantly delivered to the customer. The conversation will remain active within your Flownally Inbox, allowing your team to continue the conversation, or update relevant customer data.

## Troubleshooting

### I see a message about a reply window in the typing field

If you see a message about a **reply window** instead of the typing field, you **cannot send a message** to your customer. In that case, a **new chat** with the same customer **needs to be created**, either by the customer or you, as a business.

> **Important:** **Businesses cannot initiate new chats on Instagram and Messenger**. **On WhatsApp**, businesses can initiate chats only by **sending a pre-approved Template Message**.

### Messages are delayed

The messages are delayed. This can happen due to internet connection issues. Check your connection and confirm that your channels are still active in Flownally. If the issue continues, contact Flownally support.

## Related articles

- [How to add a channel](/channels/add-channel)
- [How to change customer data from the Inbox](/inbox/customer-data)