Magic LibraryOverview
Contacts using Thread Messenger Web can react to any message in a conversation with an emoji. Reactions appear as a pill under the message bubble, next to a merged count of everyone who reacted with the same emoji. Technicians see the same reactions on the message in Thread Inbox, and, when the workspace has Log emoji reactions in PSA enabled, each reaction is also written back as an internal note on the linked PSA ticket. The composer also includes an emoji picker for inserting emoji directly into the message body.When to use it
- Contacts can quickly acknowledge a technician’s message (”👍”, ”🎉”, “❤️”) without sending a follow-up chat.
- Techs get lightweight sentiment signals inside the conversation.
- If your workspace logs reactions to the PSA, reactions also give you a permanent record of contact feedback on the ticket.
Add a reaction to a message
Reactions can be added to any message a technician sends in the Messenger conversation.1
Hover over a message
In Messenger Web, hover over the message you want to react to. A smiley face button appears next to the message bubble.
2
Open the emoji picker
Click the smiley face button to open the emoji picker.
3
Pick an emoji
Select any emoji. The reaction is saved immediately and appears as a pill under the message.
Remove a reaction
Tap the reaction pill under a message to remove your reaction. If you were the only one who reacted with that emoji, the pill disappears. If others reacted with the same emoji, the count decreases by one and the pill remains. Tapping the pill again re-adds your reaction.How reaction counts work
- Reaction pills are grouped per emoji. Every contact who picked ”👍” is counted in the same pill, and the pill shows the total for that emoji.
- Reactions from contacts (in Messenger) and from technicians (in Inbox or Microsoft Teams) are merged into the same pill, so the count reflects everyone who reacted with that emoji regardless of where they added it.
- Hovering a pill shows the names of everyone who reacted with that emoji.
Insert emoji into a message
The Messenger composer also has an emoji picker for the message body itself:- Click the smiley face icon in the composer next to the text input.
- Pick an emoji to insert it at the cursor position.
- Continue typing and send the message as usual.
What technicians see
Reactions a contact adds in Messenger show up on the same message in Thread Inbox, on the Inbox message bubble. Technicians can add their own reactions from Inbox, and those reactions are also merged into the same pill the contact sees in Messenger. If the workspace has Log emoji reactions in PSA turned on, every contact reaction is also posted as an internal note on the linked PSA ticket, including the emoji and the reactor’s name. See Log emoji reactions in PSA for how to enable the toggle.See Messenger updates in the changelog.