# Reply to customers, draft replies, and leave notes

> Verified against the product on 2026-10-05

## Draft a reply

In **the conversation composer**, select **Draft a reply**. Cactus puts the draft in reply mode for you to review. It doesn't send the draft.

- form: Restore what I typed, Internal note, **Draft a reply** (1), Ask Cactus, Escalate, Reply
- detail: Hide what they read, Show what they read, Public answer, Hide original, Show original, Mark resolved, Reopen

*In the conversation composer, select Draft a reply.*

If Cactus replaces text you typed, select **Restore what I typed** to bring your earlier text back.

## Reply to a customer

1. In **the conversation composer**, choose **Reply to customer**.
2. In **the conversation composer**, enter your message in **Reply**.
3. In **the conversation composer**, select **Send reply**. Cactus sends the reply to the customer.

The thread identifies who wrote each reply.

## Add a private note

1. In **the conversation composer**, choose **Internal note**.
2. In **the conversation composer**, enter your note in **Internal note**.
3. In **the conversation composer**, select **Add note**.

Only your team sees the note. It stays in the thread and isn't sent to the customer. The thread marks it **Internal** and identifies who wrote it.

## Ask Cactus

1. In **the conversation composer**, enter your question.
2. In **the conversation composer**, select **Ask Cactus**.

Your question is added to the thread as a note. Cactus replies there with a note, using the conversation and its existing team notes for context.

## If a reply doesn't send

| What you see | What it means | What to do |
| --- | --- | --- |
| “The reply was saved but could not be delivered. Try again.” | The reply is saved in the thread, but delivery didn't complete. | Select **Send reply** again. |