Reading messages

The right-hand part of the chat (Comunicazioni) shows the messages of the open conversation. Above it is the bar with the name and buttons (Muting, banning and deleting a conversation), below it the writing bar (Writing and sending a message).

Contents

1. How they load
2. What the conversation looks like
   1. A message that did not go out
3. The text of messages
4. The bubble's finishing touches
5. Attachments in the conversation
6. Email and PEC in the conversation
7. Searching in the conversation
8. The right-click menu on a message
   1. Reactions
   2. Replying with a quote
   3. Copying
   4. Editing
   5. Deleting a message
9. What to do if...
10. Related entries

How they load#

• When you open a conversation, some grey «scrolling» bubbles appear on the dotted grey background until the first block arrives: the most recent messages, about two screens. The view positions itself at the bottom, on the last message.
• When you scroll up with the wheel or the scroll bar, as you get close to the start of the messages already arrived (within one screen) the program asks for the previous block: the grey bubbles reappear at the top until it arrives. The view does not jump: you stay on the same message. You can go back up to the first message in the history, with no limit on the total number.
• If the previous block does not arrive, «Non è stato possibile caricare i messaggi precedenti.» (It was not possible to load the previous messages.) appears at the top with the Riprova (Try again) button.
• A conversation with no messages shows the empty area, with no text.
• Automatic scrolling: on opening, the view goes straight to the bottom; when a message arrives or is sent the view scrolls down to the bottom, even if you were reading older messages. When older messages arrive at the top, the view stays still.

What the conversation looks like#

• Date separators: when the day changes a line appears with the date in the middle in dd/mm/yy format.
• Bubbles: messages from the staff (written by you, by colleagues, by the AI assistant or directly from the phone or the channel's app) are on the right, with a light-blue background and white text; those from the contact are on the left, white. It does not say which colleague wrote a message.
• Time above the bubble (hours and minutes). After the time Modificato (Edited) appears in italics if the message has been edited.
• Ticks next to the time, on staff messages only:

Which channels get as far as the two ticks:

A message that did not go out#

If sending fails the bubble stays in the chat but dimmed (grey and lighter), with an amber triangle next to the time; below the bubble the amber line «Non inviato: [motivo]» (Not sent: [reason]) appears. The reason says, for example, that the channel is not connected or that the contact is blocked. There is no «Riprova» button: rewrite the message (Writing and sending a message).

For an email or PEC held back because the mailbox has reached its provider's sending limit, the line «In attesa: la casella ha raggiunto il limite di invii del suo provider. Riparte alle HH:MM.» (Waiting: the mailbox has reached its provider's sending limit. It restarts at HH:MM.) appears instead (with the date if it is not today). Sending restarts by itself.

The text of messages#

• Web addresses written in messages are not clickable: to open them copy the text with Copia (Copy) (see below) and paste it into the browser.
• Any code written in a message is not run: the page neutralises it.
• When a message has an attachment and as its text only the placeholder «[Contenuto Multimediale]» ([Multimedia Content]), the placeholder is not shown: the attachment is shown.
• «View once» photos and videos from Instagram and Messenger cannot be downloaded: in their place the text «📷 Foto a visualizzazione unica non disponibile» (View-once photo not available) appears (or «Video…» / «Contenuto multimediale…»).
• On Instagram and Messenger, a text and a file sent together by the client arrive as two messages: Narciso merges them into a single bubble if they arrive less than 15 seconds apart.
• If a WhatsApp Aziendale message arrived when the connection with WhatsApp Business was not active, in place of the content «Questo messaggio non è visibile perché il collegamento con WhatsApp Business non era attivo quando è arrivato.» (This message is not visible because the connection with WhatsApp Business was not active when it arrived.) appears.

The bubble's finishing touches#

• Quoted reply. If the message replies to another, at the top of the bubble there is a box with a coloured line, the name («Tu» (You) or the contact's name) and the quoted text (Allegato (Attachment) if it was a file; for an email, the subject). If the quoted message is not among those already loaded, the box says Messaggio precedente (Previous message) in italics.
• Reaction. On the bottom corner of the bubble a small circle with the reaction emoji appears: one per side (the staff's and the contact's, side by side if both reacted).
• Message deleted for everyone. In place of the content, in italics with a prohibition icon, «Hai eliminato questo messaggio» (You deleted this message) (if it was the staff's) or «Questo messaggio è stato eliminato» (This message was deleted) (if it was the contact's) appears.
• Messages hidden «for me only» no longer appear for the person who hid them; colleagues still see them.

Attachments in the conversation#

Received documents (PDF, Word, Excel, PowerPoint and similar) first go through an antivirus check: only if the file is verified is it converted to show its preview. Files sent by the staff are not checked. Files sent by the client are copied into Narciso's protected space.

Email and PEC in the conversation#

Emails and PECs appear as messages of the sender's conversation, and also those sent from the mailbox with another program.

• At the top of the bubble is the subject («Oggetto: ...» (Subject: ...)), then a separator line and the text.
• The email's attachments appear at the bottom of the bubble, in the grid.
• Formatting, copied recipients and the other headers are not shown.
• Mail does not arrive in real time: the program checks the mailbox about every 30 seconds.
• A banned sender (Muting, banning and deleting a conversation) is no longer downloaded.

Searching in the conversation#

1. Click the magnifying glass «Cerca nella conversazione» (Search in the conversation) in the top bar: in its place the «Cerca nella chat...» (Search in the chat...) field widens, with the cursor already inside.
2. Type the word or phrase: the search starts about 0.3 seconds after the last key.
3. The conversation shows only the messages that contain the text (without distinguishing upper and lower case), in chronological order. The results arrive in blocks: scroll up with the wheel to get more.
4. To go back to the conversation click the X to the right of the field: the search closes and the text is cleared. The Esc key does nothing.

The search looks at the text of the messages of the conversation, including those not yet loaded on screen. It does not search file names or the text of attachments; it does not find messages deleted for everyone or those hidden «for me». It does not highlight the words found. If there are no results the area stays empty.

The right-click menu on a message#

A right-click on a bubble opens a white menu near the pointer, which closes with a click outside. The entries act as soon as the mouse button is pressed. The menu contains, from the top:

1. the row of reactions, if the channel supports them;
2. Rispondi (Reply);
3. Copia (Copy);
4. on staff messages only: Modifica (Edit) and Elimina (Delete).

On the contact's messages there are therefore only reactions, Rispondi and Copia: received messages cannot be deleted or hidden.

Reactions#

The row has six emojis: heart, face laughing with tears, astonished face, sad face, angry face, thumbs up. One click reacts to the message; a click on the emoji already chosen (highlighted) removes the reaction. You have only one reaction per message: choosing another replaces the previous one.

If the channel refuses the reaction, a red notification with the reason appears for 3 seconds, for example «Le reaction non sono ancora supportate su questo canale» (Reactions are not yet supported on this channel) or «Il messaggio non è ancora stato consegnato: attendi l'invio prima di reagire» (The message has not been delivered yet: wait for it to be sent before reacting), or «Invio reaction non riuscito» (Sending the reaction failed). The emoji still appears immediately on the bubble and disappears at the next refresh of the messages.

Replying with a quote#

Rispondi prepares a «quoted» reply: above the writing bar the green strip «Rispondi al messaggio» (Reply to the message) appears with the beginning of the quoted text. Write and send: the message goes out linked to the quoted one (on WhatsApp, Instagram, Messenger and Telegram the client sees the quote). See Writing and sending a message.

Copying#

Copia puts the text of the message on the clipboard, with the formatting symbols as written, and shows «Testo copiato!» (Text copied!) for 3 seconds.

Editing#

Modifica appears on staff messages written on WhatsApp Personale and Telegram. You can only edit a message written by yourself, not those of colleagues or of the assistant. On WhatsApp the limit is 15 minutes from sending: beyond that «La funzione non è più disponibile per questo messaggio.» (The function is no longer available for this message.) appears for 3 seconds.

1. Right-click your own message ▸ Modifica.
2. The text moves into the writing bar and the green strip «Modifica messaggio» (Edit message) appears.
3. Change the text (it cannot be left empty, maximum 4096 characters) and press Invio (Enter) or the green button.
4. The bubble updates and «Modificato» appears. With the X of the green strip you cancel (this also clears the text you wrote).

If the edit fails «Modifica non riuscita» (Edit failed) appears for 5 seconds. On WhatsApp Aziendale, Instagram, Facebook, TikTok, Email and PEC Modifica is not there.

Deleting a message#

Elimina (in red) opens the choices, with Indietro (Back) to go back:

• Elimina per me: the message disappears only for the person who deletes it; colleagues and the contact still see it. No confirmation, and it cannot be undone.
• Elimina per tutti: the browser window «Eliminare questo messaggio per tutti?» (Delete this message for everyone?) appears first. It only works on messages written by yourself. The message is revoked at the client's end and becomes «Hai eliminato questo messaggio» for all colleagues only when the channel confirms. On WhatsApp it is possible within 48 hours of sending; beyond that «La funzione non è più disponibile per questo messaggio.» appears for 3 seconds.
• If the deletion fails, a red notification appears for 6 seconds beginning with «Il messaggio non è stato eliminato.» (The message was not deleted.) followed by the reason, and the message stays as it is.

For clients on several channels the choices depend on the channel of the individual message.

What to do if...#

Related entries#

• Writing and sending a message
• Attachment viewer
• Muting, banning and deleting a conversation
• The conversation list