> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Emoji reactions in Messenger

> Let contacts react to messages with emoji in Messenger Web. Reactions are merged per emoji and mirrored to Inbox and the linked PSA ticket.

## Overview

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](/integrations/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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Open the emoji picker">
    Click the smiley face button to open the emoji picker.
  </Step>

  <Step title="Pick an emoji">
    Select any emoji. The reaction is saved immediately and appears as a pill under the message.
  </Step>
</Steps>

## 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:

1. Click the smiley face icon in the composer next to the text input.
2. Pick an emoji to insert it at the cursor position.
3. Continue typing and send the message as usual.

This inserts the emoji as part of the message text and is separate from reactions.

## 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](/integrations/log-emoji-reactions-in-psa) for how to enable the toggle.

<Note>
  See **Messenger** updates in the [changelog](/changelog/q3-2026).
</Note>


## Related topics

- [Log emoji reactions in PSA](/integrations/log-emoji-reactions-in-psa.md)
- [Slack App Permissions Guide](/security-billing/slack-permissions-guide.md)
- [Views and Insights in Thread Inbox](/inbox/views-and-insights.md)