We run a busy support operation where most contact is by chat. Our agents would like the option to send a reply by pressing Enter, without clicking the Send button or using a two-key shortcut.
Today, pressing Enter in the Inbox composer adds a new line. To send, agents either click Send or press Cmd/Ctrl+Enter. For agents handling many live chats at once, this adds up:
- Speed: reaching for the mouse on every message slows replies in fast back-and-forth chats, and it shows in our response times.
- Habit: most of our agents come from helpdesks, chat tools and messaging apps where Enter sends and Shift+Enter adds a new line. Replies end up sitting unsent because the agent thought they'd already gone.
- Comfort: using the mouse less over a full shift is easier on the team.
Requested feature: a setting each teammate can choose for themselves (for example under Personal settings → Inbox preferences) for how the composer works:
- Enter to send, Shift+Enter for a new line (new option)
- Cmd/Ctrl+Enter to send, Enter for a new line (how it works now, kept as the default)