Messages
Messages are the individual communications within a conversation. Auxilium renders them differently depending on the channel type and who sent them.
How messages display
Email conversations
In email conversations, each message appears as an email card:
- Avatar badge – an A icon for agent messages, a C icon for customer messages.
- Sender name and role – for example, “Alex (Agent)” or “Jane Doe (Customer)”.
- To: line – shows the recipient of the message.
- Timestamp – when the message was sent.
- Collapsible body – the full message text. Long messages are collapsed by default; click to expand them.
Cards are stacked chronologically so you can read the conversation like a traditional email thread.
Chat conversations
In chat conversations, messages appear as bubbles:
- Agent messages are right-aligned with a blue background.
- Customer messages are left-aligned with a grey background.
- System messages are centered with muted, smaller text.
Each bubble shows the sender name and a timestamp.
Sender types
You will see three sender types in a conversation thread:
| Sender | Display | Description |
|---|---|---|
| Agent | Avatar badge + name | A human support agent responding to the customer. |
| Customer | Avatar badge + name | The customer who opened or is participating in the ticket. |
| System | Centered text (chat) or inline note (email) | Automated platform messages such as status changes or routing events. |
Sending a reply
The reply composer sits at the bottom of the thread view. Its appearance depends on the channel type.
Email composer
- A label reads Reply to {Customer Name} above the input area.
- Type your response in the large textarea.
- Click the Send button to post your reply.
The message appears immediately as a new email card in the thread.
Chat composer
- An inline text field appears at the bottom of the chat bubble stream.
- Type your message.
- Click the Send button (or press Enter) to post your reply.
The message appears immediately as a right-aligned blue bubble.
Thread context at a glance
Before replying, scroll through the conversation to review the full history. In email conversations, expand collapsed message bodies to see the complete context. In chat conversations, the bubble layout makes it easy to scan the back-and-forth.