Overview
When a subscriber texts your number, including a reply to one of your campaign or flow texts, the conversation appears in Conversations. Reply there, reuse saved replies, and close the conversation when you are done. A reply of STOP does not open a conversation.
Get Started
1. Go to Conversations. The newest conversations are at the top of the Inbox tab. Click one to open it, or use Search by name or number.
2. Type your message in the box and click Send reply, or press Enter. The label above the box, such as Replying over iMessage, shows how the reply goes out and cannot be changed.
3. To save time when responding to subscribers, use the tools under the box:
Saved replies: Click one to fill the box. To make one, hover a message you sent, click the message actions icon, then click Save as reply.
Attach: Send a file or an image. On SMS conversations you can send images only.
Add photo: Send an image from your image library or a new upload.
4. You can also use the Actions button at the top to set the tone of the conversation, such as changing the urgency for other team members, marking as resolved or mark as spam. Once you're done with the conversation, click Close at the top right.
To add a note first, click Actions > Mark as Resolved, type a Resolve reason, then click Submit. The note is for internal purposes only, so your team is aware of the update.
What happens next
The conversation moves to the Closed tab, and your reason is saved as an internal note only your team can see. To reply again, open it there and click Re-open. If the subscriber texts you again, the conversation returns to the Inbox.
Helpful Information
A reply can be up to 1,600 characters.
If a subscriber has opted out, you see "This subscriber has opted out and cannot be messaged."
Set priority to Urgent adds a red Urgent badge, and Mark as Spam moves the conversation to the Spam tab.
If the AI assistant hands a conversation to your team, it shows Needs human. Reply, then click Resume AI to let the assistant answer again.
Shopify stores: The Attach menu adds a Product option that sends a Shopify product link, and the panel on the right shows the subscriber's Shopify order history.
Get support
Questions? Please message our team via Live Chat on the bottom right or send us a text message at: 321-318-9777