Send a mass reply

To send a mass reply, select conversations in the conversation list, click Mass reply in the bulk action bar, compose one message, and click Send mass reply — every eligible selected conversation receives it as a real reply on its own channel. Customers get it as a normal reply on whichever channel they originally used, and it lands on each conversation’s timeline like any other agent message.

Mass reply is high-blast-radius and cannot be recalled. If this is your first send, read When to use mass reply first — it covers the legitimate use cases and the situations where a mass reply will do damage.

Before you start

• A role that can reply to conversations.
• A filter that isolates the exact conversations you want to message. The filter is your record of what was sent, so make it specific (a tag, a date range, a channel, an assigned team).
• The exact message text, ideally reviewed by someone else. There is no draft-and-approve workflow — what you paste in the editor is what goes out.

Steps

1. Open the conversation list and apply a filter that narrows the list to your intended segment. A purpose-built tag (for example payment-issue-2026-05) is the cleanest record.
2. Select the conversations:
   Tick individual rows for a small, hand-picked set, or
   Use Select all in the list header to grab the visible page, then click All matching in the bulk action bar to extend selection to every row that matches the current filter.
3. In the bulk action bar at the top of the list, click Mass reply.
4. The Mass Reply dialog opens. Confirm the count at the top and review any skipped or refused rows if the dialog reports them. Conversations still managed by AI are not eligible for a customer-visible mass reply until an agent takes them over.
5. Compose the message in the editor. Snippets and merge tags work the same as in a normal reply — /snippet expands inline and merge tags resolve per conversation when sending.
6. (Optional) Tick Mark as Done to also flip every recipient’s status to Done in the same call.
7. Click Send mass reply.

The dialog closes and the send runs server-side. You can navigate away — the batch keeps going.

What happens when you send

For each eligible conversation in the selection:

• The message is posted as a real outbound reply on the conversation’s timeline, attributed to you.
• It is delivered via the conversation’s own channel (email reply, chat message, SMS, etc.). Delivery details and limits differ per channel — see Mass reply channel behaviour.
• The conversation flips to Engaged (the ball is back in the customer’s court). See engagement state.
• If you ticked Mark as Done, the status also flips to Done. Customer replies still reopen it automatically.
• Any active automation rules that key off outbound messages run as they normally would.

Conversations that are still AI-managed are skipped or refused instead of receiving the mass reply. If you need those customers to receive the same customer-visible message, take over the conversations first, then include them in a new mass reply.

A system note records that the message was sent as part of a mass reply, so a teammate reading the thread later can see it wasn’t a hand-written one-to-one response.

Verify it worked

• The bulk action bar shows a confirmation with the number of eligible conversations the message was dispatched to. If any selected rows were skipped or refused, the result may report those separately.
• Spot-check a handful of conversations from the dispatched set — each should show your message as the most recent outbound reply, attributed to you, with the mass-reply system note alongside it.
• If the result reported skipped AI-managed conversations, take them over before trying to send a customer-visible mass reply to them.
• If you ticked Mark as Done, the dispatched conversations are now in the Done tab. Filter to your segment and confirm the count matches the number that actually received the reply.
• Engagement state on the spot-checked conversations should be Engaged.

If the button was missing, the count was off, or some customers didn’t receive the message, see Mass reply troubleshooting.

See also

• When to use mass reply
• Mass reply channel behaviour
• Mass reply troubleshooting
• Use bulk actions on conversations
• Engagement state