Open it
Click the messages icon in the header (its tooltip says Communications). The badges show unread messages and missed calls. You can also click Message on a customer's profile or a lead's page. It has three tabs: Messages, Calls and Team (your team chat).
Find a conversation
- Pinned conversations come first, then the most recent.
- Use the filter to show All, Unread, Awaiting reply, Customers, Leads, Staff, Marketplace or Archived. The Awaiting reply chip shows how many customers are waiting on you.
- Type in Search names, messages, calls to find a person by name, email or phone. From three letters on, it also searches inside texts, emails, Messenger and Instagram messages and call transcripts. Results show under In messages and calls; click one to jump to that message.
Reply
- Open the conversation.
- Pick SMS or Email above the box. If the customer messaged you on Facebook or Instagram, a Messenger or Instagram tab appears too.
- Type your message. Enter starts a new line; press Ctrl+Enter (Cmd+Enter on a Mac) or click Send.
If you have more than one number, choose which one it's sent From. If the customer has more than one number, choose which one it goes To.
Tools in the message box
- AI: suggested replies. Click Generate reply, then Use this reply.
- Rewrite: make a text more Cheerful, Casual, Professional or Shorter.
- Playbook: insert a saved script or answer.
- Send Later: pick a date and time and click Schedule. The message shows as Scheduled, with Send now and Cancel.
- The paperclip adds files. See Send photos and files in messages.
Start a new conversation
Click New Message, search for the customer, lead or team member, and pick them.
Tidy up
Open a conversation's ⋯ menu to Pin, Archive or Delete it. To do several at once, click Select conversations. Archived conversations are under the Archived filter, where Restore to inbox brings one back.
The side panel
On a wide screen, Conversation Details shows on the right: the contact, upcoming appointments, quotes and invoices, pipeline stage and tags. Under Quick Actions you can Book job, add an Appointment, or start a New Quote, New Proposal, New Invoice or New Booking for this person, or Run Workflow. Tasks & Follow-ups and AI Insights are below.
When a customer asks about a time, Book job and Appointment also show right under their message.
When the Lead Agent stops replying
If the Lead Agent paused on a conversation, a note above the box says why. Click Show 2 replies to see two replies it could send, then Use this to put one in the box. Edit it if you like and send it; the agent picks the conversation back up. You can also click Hand back to agent or Resume agent.