Open and organize the inbox
Open Conversations. The main views are:
- Unread: conversations unread for the current User;
- Recents: open conversations with recent activity;
- Starred: conversations marked for follow-up; and
- All: both open and archived conversations.
Search the list or combine assignment, direction, outbound type, channel, and Contact-tag filters. Multiple choices inside one category broaden that category; different categories narrow the result together. Sorting can use latest/oldest activity across all messages or manual messages only.
Use bulk controls to mark selected conversations read/unread or archive them. Archive, star, and read state are independent: archiving removes a conversation from Recents but does not erase its history or automatically clear its star/read state.
Start or continue a conversation
- Select an existing conversation, or choose Compose.
- Search for a Contact. Where permitted, you can quick-create a Contact from an unmatched phone number.
- Select the exact From channel and the intended Contact endpoint. A Contact can have multiple phone numbers, email addresses, or Meta identities.
- Review disabled endpoint explanations before sending. DND, endpoint suppression, marketing rules, channel readiness, registration, and template rules can all block an option.
- Write the message or choose an eligible reusable template.
- Send now, or schedule SMS/email for a future time. Meta messages cannot be scheduled.
A conversation remains bound to its exact endpoint. Changing a Contact's primary phone/email or merging Contacts does not retarget old history. Selecting another endpoint resolves that endpoint's own conversation.
Composer behavior
- SMS and Meta send with Enter; use Shift+Enter for a newline. Email uses Enter for newlines.
- SMS/Email accept up to five attachments, each no larger than 5 MB. Meta is text-only and rejects attachments.
- Email content can be up to 10,000 characters. SMS and Meta content can be up to 1,000 characters.
- Scheduled SMS/email creates one scheduled event and rechecks permissions, consent, suppression, template eligibility, and provider readiness when the delayed job runs.
- Drafts autosave for the current User, Contact, channel type, and exact destination. Switching targets saves the old draft before loading the new one. Attachments and schedule choices do not move between targets.
Review the Contact while replying
The right sidebar can show authorized Contact details plus Quotes, Invoices, Jobs, Tasks, and Opportunities. Visibility depends on the current User's permissions. Saving basic Contact fields does not change the conversation endpoint.
Handle failures
A retryable outbound event shows a retry action. Retrying rechecks the current rules; it does not bypass DND, suppression, registration, or provider failure. The Message Delivery Log is the canonical settings view for pending and failed outbound messages. Dismissing a failure removes retry attention but does not rewrite delivery history.
Important boundaries
- Viewing communication history is separate from permission to send.
- Deleting a conversation removes local history and should be reviewed before confirmation.
- Provider acceptance is not the same as recipient delivery or engagement.
- A real message should be sent only to an authorized, eligible recipient. This guide was verified without sending a call, message, or provider request.