> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/support-workflows/issues/message-editor.md).

# Message Editor

Pylon's message editor can be used to reply to customer issues (synced to their source system) or to leave internal notes for your team.

The editor supports all forms of rich text, including:

* Bolding, italics, strikethrough, and links
* Inline code and multiline code blocks
* Emojis
* Mentions of teammates or customers
* Attachments

## Macros

Through the editor, you can also run [Macros](/pylon-docs/platform/macros.md) by clicking the :zap: icon in the text formatting toolbar. You can also press `m` when you're not typing, or `Cmd-M` / `Ctrl-M` while your cursor is in the editor. A macro can add templated pre-filled texted into the editor and also queue up a series of actions to be executed.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2Fpn05vXZFhYPLBCDfKcBo%2FCleanShot%202024-09-29%20at%2017.44.47.gif?alt=media&amp;token=0835dd06-035d-4e25-afce-e77c671ccba8" alt="" width="563"><figcaption></figcaption></figure>

## Reply

Selecting `Reply` indicates that the message will go directly to the customer wherever they originally reached out to you.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FIPpEqn65RrXlPmYziye3%2FCleanShot%202025-03-20%20at%2021.20.21%402x.png?alt=media&amp;token=9d312fe0-4196-42ca-a791-6b4a0a35d634" alt="" width="375"><figcaption></figcaption></figure>

## Internal Note

Selecting `Note` indicates that the message will not be visible to the customer. Depending on your configured settings and integrations, the message will either only be visible in Pylon, or be visible in Pylon and posted to the issue thread in your [Internal Threads](/pylon-docs/integrations/chat/slack/editor.md).

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F7b2iitbDHRODMmUnsZwE%2FCleanShot%202025-03-20%20at%2021.22.04%402x.png?alt=media&amp;token=29200a34-058e-428f-be90-cfb5f4641f0c" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You'll know you are leaving an internal note when the background changes color to yellow / orange.
{% endhint %}

### Also send to the Slack channel

On Slack issues, check **Also send to #channel** before sending a thread reply to also post it in the main channel. For internal notes, the option only appears when the issue is in an internal Slack channel.

## Send and set status

Click the arrow next to **Send** to send your message and change the issue's status in one step:

* **Closed**: send and close the issue (`Cmd-Shift-Enter` / `Ctrl-Shift-Enter`)
* **Closed and next**: send, close the issue, and open the next one (`Cmd-Option-Enter` / `Ctrl-Option-Enter`)
* **Other status**: send and move the issue to any On hold or Closed status, including custom statuses

## Scheduled Messages

The same menu also lets you schedule replies and notes for later. The time shown is in your browser/machine time.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FfEqSLzzKB2ZDx00WD1o4%2FCleanShot%202025-02-08%20at%2017.37.08.gif?alt=media&amp;token=08e9a68d-0d25-4097-a22b-f939d6af2a24" alt=""><figcaption></figcaption></figure>

Scheduled messages are visible to all team members even before they're sent, and can be edited or canceled. You can find all your scheduled messages from the "Scheduled" view at the bottom of your Issues list in the left sidebar.

## Drafts

Pylon saves what you've typed in the editor as a draft. The **Drafts** view in the Support sidebar lists every issue where you have an unsent reply, along with new issues you saved as drafts.

## Message actions

Hover over a message in the conversation to act on it:

* **Edit**: change a message you sent. Press `Cmd-Shift-M` / `Ctrl-Shift-M` to edit your last message. Telegram messages can only be edited for 48 hours after they're sent.
* **React** with an emoji.
* **Reply in thread**, **Reply internally**, or **Reply to all via email**, depending on the channel.
* **Copy link to message**.
* **Split thread into new issue**. See Merge and split issues.

The **More actions** menu has more options:

* **Redact message**. See [Redact a message](#redact-a-message).
* **Block** the sender of a customer email. See [Email](/pylon-docs/support-workflows/email.md#block-from-an-issue).
* **Copy link to Slack thread** on Slack messages.
* **Forward to Telegram chat** on Telegram messages.

### Redact a message

Redact a message to remove sensitive information, such as a password a customer pasted. Inside Pylon, the message is replaced with "This message was redacted." For emails, Pylon also redacts matching copies quoted in other emails on the issue where it can.

* **Whole message**: choose **Redact message** from **More actions**. Redacting a whole message is available on the Enterprise plan.
* **Part of a message**: highlight the text and click **Redact**.

{% hint style="warning" %}
Redaction can't be undone. It only changes the message in Pylon. The original stays in the source system, such as Slack or the customer's inbox.
{% endhint %}


---

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