Messages

The Messages module is your main SMS inbox. Use it to see recent conversations, search for a contact, start a new chat, send replies, review a contact’s wider activity, and update contact details — all from one screen.

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✨ What this module is for

Use Messages when you want to:

• View all recent SMS conversations in a single inbox.
• Search conversations by contact name or phone number.
• Open a contact’s message history.
• Send a new SMS reply to a selected contact.
• Start a conversation with an existing contact.
• Review the contact’s full activity — messages, calls, emails, notes, tag changes, and workflow steps.
• Update contact info, tags, notes, appointments, pipeline stage, SMS settings, and DND preferences without leaving the inbox.
• Jump from the conversation straight to the contact’s full record.

The Messages screen has three main areas.

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📥 Inbox sidebar (left)

The left side is the inbox list. It shows recent message threads, with the newest conversations near the top. The header shows Inbox and the current thread count — for example, 20 threads. Each conversation row can show: At the top of the sidebar, you also have quick buttons for:

• Switching between light and dark mode.
• Going back to the dashboard.
• Opening the contacts area.
• Composing a new conversation with the Compose button.

🔍 Searching conversations Use the search box in the inbox sidebar to find a conversation by contact name or phone number. Search updates automatically as you type. The inbox also refreshes in the background, so new or updated conversations can appear without manually reloading the page. Keyboard shortcut Press the shortcut to jump straight to the search box.

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💬 Conversation Panel (middle)

Step into the heart of your Messages experience — the Conversation Panel! Here, your entire conversation comes alive: see, respond, and take action all in one seamless space. 🌟 Dynamic Header

• Contact Name (or phone number): Beautifully displayed up top so you always know who you’re chatting with.
• Primary Number: Instantly visible for quick reference and zero confusion.
• Contact Button: Jump straight to the full contact record — no hunting required.

🗂️ Effortless Tab Navigation To the right, swap between:

• Messages: Dive into the real-time chat thread, with clear color-coded bubbles to distinguish inbound and outbound messages at a glance. Each entry shines with a timestamp and clear sender/receiver labels.
• All Activity: Effortlessly scan every update, status change, note, or SMS related to this contact — all organized in a crisp, scrollable feed.

💡 Intuitive Message Window Relish the clarity of a neatly arranged, chronological timeline — every message, link, or special format is displayed just like you’d expect. The design makes it easy to spot new replies and track the conversation flow. 📨 Smart Reply Bar Ready to respond? The conversation panel’s sleek input box is always at your fingertips:

• Type your message and hit the bold, easy-to-spot Send button for instant delivery.
• Attach files, save drafts, and — in select versions — access templates for lightning-fast replies.

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👤 Contact sidebar (right)

The right side is the contact sidebar. It shows details and settings for the currently selected contact. Each section can be expanded or collapsed. At the top of the sidebar you see the contact’s avatar, name, and phone number. Use the external link icon to open the contact’s full record in a separate view. 📋 Contact Info Shows the core fields your company stores for this person — for example first name, last name, phone, email, and custom fields. Edit what you are allowed to change and click Save Changes. After a successful save, the name and phone shown in the conversation header update to match. 🏅 Dispositions Dispositions are outcome labels your company defines — for example Not Interested, Callback Needed, or Sold. Pick the one that matches the latest interaction. Selections often save immediately when changed. 🔖 Tags Tags act as flexible labels like VIP or High Priority. Add or remove tags with the multi-select control and click Save Tags so changes are stored. 🗒️ Notes Notes are internal — they are not sent to the contact. View existing notes, add new ones, or edit notes that are already saved. After saving, the list refreshes with the newest notes first. 📅 Appointments Shows appointments connected to this contact — for example date, time, calendar, duration, and status. Use Add to book new appointments when calendar integration is active. 🏗️ Pipelines The Pipelines section links this contact to a pipeline and stage — for example New → Qualified → Won. Choose a pipeline, pick the right stage, and save. 📲 SMS Setting SMS settings control which number you use when sending texts from Messages.

• From — choose a business number that is registered and approved for outbound SMS.
• To — shows the contact’s phone number as read-only. If it is wrong, edit it under Contact Info, not here.

🚫 DND Numbers DND Numbers (Do Not Disturb) settings let you respect contact preferences and regulations.

• DND all channels — blocks all supported outbound channels for this contact.
• Or choose specific channels: Emails, Text messages, Calls & voicemails.
• DND Inbound Calls and SMS — an extra setting for how the system handles incoming calls and texts.

Many DND options save as soon as you click them. If sending is blocked by DND, you see a warning until an allowed user changes those settings. 👤 Contact button The Contact button in the conversation header also opens the selected contact’s full record and timeline. Use it when you need deeper contact history or actions that are not available inside the Messages inbox. The Messages module is for quick conversation handling and inline contact updates. The full contact record is for complete contact management. 🌓 Theme toggle The theme button lets you switch the inbox between dark mode and light mode. This affects the Messages screen display only. Use whichever view is easier for you to read. If no conversation is selected, the screen asks you to pick a conversation or start a new one.

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✏️ How to start a new conversation

You can begin a new conversation in one of two ways:

1. Click Compose at the top of the inbox list, or
2. Use the keyboard shortcut: press N.

This opens the New conversation popup. In the popup:

1. Enter a contact name or phone number into the search field.
2. Choose the correct contact from the search results.
3. The conversation view appears in the middle panel.
4. Type your message and send.

💬 Messages tab The Messages tab shows the SMS conversation with the selected contact. Messages appear as chat bubbles:

• Messages from the contact appear on the left.
• Messages sent by you appear on the right.
• Messages are grouped by day — for example, Today or Yesterday.
• Recent messages show the time they were sent or received.

If there are no messages yet, the module shows an empty state and prompts you to send the first message. ✉️ Sending a message To send a message:

1. Select a conversation or start a new one.
2. Type your message in the message box at the bottom.
3. Click Send, or press Enter.

The message box also includes:

• An attachment icon for adding files, when supported.
• An emoji picker for inserting symbols into your message.

Typing shortcuts The module sends SMS from your available A2P-registered number. If no registered sending number is available, the message cannot be sent until your account has a valid SMS number ready. While a message is being sent, the module may briefly show it in the conversation right away. If the send fails, you see an error message and the failed message is marked.

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📋 All activity tab

The All activity tab shows a wider timeline for the selected contact. This can include:

• SMS messages
• Calls
• AI calls
• Voicemails
• Emails
• Notes
• Tag changes
• Workflow activity

Use this tab when you need more context before replying. For example, you can check whether the contact recently received an email, completed a workflow step, had a call, or had a tag changed.

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📭 Empty states

You may see different empty states depending on the situation: These messages guide you toward the next action.