# Reply, add notes and use the composer
> Source: https://support.usebluehill.com/support-reply-and-notes | Updated: 2026-10-26T23:46:59Z
## Reply or internal note
The composer starts collapsed. Click **Reply…** to open it, or **Internal note** to go straight to a note. Once open it has two tabs:
- **Reply** sends an email to the requester (and anyone in Cc). Your greeting (*Hi Marcus,*) is already filled in.
- **Internal note** adds a message only your team can see. The composer turns amber, a banner reads **Internal note — not sent to the customer**, and the placeholder reads **Write an internal note (not sent to the customer)…**.
## Who the reply goes to
- **To** shows the requester. Replies always go to the requester; to answer someone else on the ticket, click the pencil next to **To** and change the requester. See [Change the requester](./support-customer-panel-and-follow-ups#change-the-requester-or-remove-someone-from-cc).
- **Cc** and **Bcc** add other recipients. People you Cc stay on the ticket, so later replies include them too unless you remove them from the customer panel.
- **From** is the address the reply is sent from: the brand's mailbox, a named sender, or your own identity when the brand allows it. The ticket's own mailbox is preselected and marked **Ticket mailbox**. Click the star next to the address (**Set as my default sender for this brand**) to use it for every reply on that brand from now on.
## Greeting and signature
Click **Greeting & signature** to see **Your reply greeting** and **Your signature**, which are added to the top and bottom of each reply automatically. Edit them there or under **Preferences** in your profile settings. A signature can use variables such as your name, your email address and the brand name, so one signature works across brands. When a sender mailbox has its own signature, that one is used instead of yours.
## Write the message
The editor supports bold, italic, lists, links and pasted or dragged images. The **Aa** button shows or hides the formatting toolbar. A counter under the text shows the characters and words so far. The tools along the bottom:
| Tool | What it does |
|---|---|
| Paper-clip (**Attach files**) | Adds files up to 25 MB each. You can also drag files onto the composer. |
| **Canned Response** | Inserts a saved reply at the cursor. The picker has **Search responses…**, **All** / **Mine** / **Shared** tabs and your folders, with **Frequently used** at the top; type a response's shortcut (for example */thanks*) in the editor to insert it without opening the picker. |
| **Article** | Searches your published help-center articles and inserts a link to the one you pick. |
| **Send deal** | Inserts the payment link for a deal linked to the ticket. Shown for workspaces that bill through BlueHill. |
| **Draft reply** | Writes a first draft from the conversation with AI for you to edit. |
| **Rephrase** | **Polish**, **Fix spelling & grammar** or **More professional** for the text you have written. |
| Expand icon | Opens the composer full screen; the chevron on the collapsed bar tucks it away again. |
## Send, or send and set a status
Click **Send reply**. It stays greyed out until you have written something beyond the greeting. To change the ticket's status at the same time, click the arrow next to the button: the **Send & set status** menu lists every status except the current one, for example *Pending* while you wait for the customer or *Solved* when the question is answered.
Sending a reply on a ticket that is *New* moves it to *Open*. If the customer sends a new message before you click send, the composer warns **A newer message just arrived — review it before sending** and keeps your draft.
## Undo send
If **Undo send** is on in your preferences, the reply is held for 5 to 30 seconds. The composer shows **Sending in 10s…** with **Undo** and **Send now**. Internal notes are never held.
## Drafts
The composer saves what you write every few seconds: **Saving…**, then **Draft saved · less than a minute ago** next to a trash icon. Leave the ticket and the draft is restored when you come back, on any device. The trash icon (**Discard draft**) asks **Discard this draft?** and removes the unsent text, recipients and attachments everywhere. **Saved on this device only** means the draft could not be synced yet; it is kept in your browser until it can.
## Internal notes
Switch to **Internal note** to leave context for your team: what you found, what you promised, who to ask next.
- **Notify** (**Email teammates about this note**) emails chosen teammates about the note. By default the ticket's assignee is suggested.
- **Type @ to mention a teammate**; mentioned people are notified too.
- Click **Add note**, or use **Add note & set status** to change the status at the same time.
- Notes appear in amber in the conversation. The author can **Edit note** or **Delete note** afterwards.
Notes never reach the customer, even if the ticket is later forwarded.
## When sending is not possible
A reply can only be emailed from a brand with a verified sending domain. If your brand has none, the composer says **Sending email requires a verified custom domain — verify yours in Settings → Support → Brands. Your draft is kept.** Internal notes still work. See [Add a custom domain](./support-support-settings-brands-and-email#add-and-verify-a-custom-domain).
Replies are also stopped for addresses on the suppression or Do-Not-Mail lists, except that you can always reply on a ticket the person wrote in on.
Next: [The customer panel and follow-ups](./support-customer-panel-and-follow-ups).