Inbox composer tools
The inbox composer is where agents actually work, and every action in it is a switchable composer tool. Settings → Messaging → Composer tools is a Super Admin switchboard: turn off anything that does not belong in your operation, and it disappears from every agent's composer. A tool with no stored setting is enabled, so new capabilities ship on by default.
Assistance
- AI suggested replies — drafts an answer from the conversation history for the agent to edit and send. Metered at cost, no Arino markup.
Media
- Attach files — images, video and documents from the agent's computer, or from the media library
- Voice notes — record and send an audio note
Rich messaging
- Templates — send an approved template to re-engage outside the 24-hour window
- Send flow — push a published WhatsApp Flow into the thread
- Carousel — 2–10 swipeable media cards
- Products — send a catalogue item or a browsable product list
- Location — send a pin or request the customer's location
- Payment — request payment inside the chat
- Call button and CTA button — attach a tap-to-call or tap-to-open action
- RCS rich card — rich card layouts on RCS
Productivity
- Quick replies — insert a saved response from the shared library
- Emoji — emoji picker
- Variables — insert contact fields so a manual reply is still personalised
Why you would switch something off
- Compliance — a regulated team that requires human-written replies switches off AI suggestions.
- Scope — an instance that does not sell in chat switches off products and payments rather than explaining them to agents.
- Focus — fewer buttons means faster handling, especially for a large first-line team.
Switching a tool off hides the button; it does not delete the feature. Templates, flows, payments and catalogues keep working from campaigns, journeys and automations.
Channel support still applies
Composer tools are the ceiling, not the guarantee. Rich actions render only on channels that support them — a carousel or catalogue product will never appear in an SMS or email conversation regardless of the toggle. See channels overview for what each channel carries.
Steps at a glance
- Open the composer switchboardGo to Settings → Messaging → Composer tools. Every composer action is listed with a toggle. It is Super Admin only.
- Review the four groupsTools are grouped as Assistance, Media, Rich messaging and Productivity so you can reason about them by purpose rather than by button position.
- Switch off what you do not want agents sendingTurn off any tool that does not fit your operation — payments on an instance that does not take money in chat, or AI suggestions in a regulated team that requires human-written replies.
- Check what a tool depends onSome tools only work once their feature is configured: products need a catalogue, payments need a payment provider, flows need a published flow, carousels need approved carousel templates.
- Verify in a live conversationOpen the inbox and confirm the composer shows exactly the actions you expect on each channel.
Frequently asked
What are composer tools?
Each action button in the inbox composer — attach, voice note, template, flow, carousel, product, location, payment, call button, CTA button, RCS rich card, quick replies, emoji, variables and AI suggested replies — is an individually switchable tool.
Who can turn them on or off?
Super Admins only, from Settings → Messaging → Composer tools. The setting applies instance-wide, not per agent.
Are new tools on or off by default?
On. A tool with no stored setting is treated as enabled, so newly shipped composer actions appear without an admin having to enable them.
Does turning a tool off remove the underlying feature?
No. It removes the button from the composer. Templates, flows, payments and catalogues remain configured and still work from campaigns, journeys and automations.
Why is a tool missing even though it is enabled?
Most rich messaging actions are channel-specific. Carousels, flows, catalogue products and payments only appear on channels that support them — an SMS conversation will never show them, however the toggles are set.
Should I switch off AI suggested replies?
Only if your compliance position requires human-authored responses. Otherwise it is a drafting aid: the agent edits and sends, and AI use is metered at cost with no Arino markup.
Apply this to your own deployment
This guide describes decisions we make on live instances. Tell us your channels, systems and region and we will map it to an architecture outline, a provisioning plan and an indicative commercial model — usually within one business day.