Managing Conversations¶
Opening a conversation¶
Click any conversation in the list on the left to open it. The full message thread is displayed in the center panel.
Replying¶
Type your message in the text box at the bottom of the thread and press Send or hit Enter.
For SMS and WhatsApp, the message is delivered immediately via the respective API. The sent message appears in the thread with a checkmark.
Message length for SMS
SMS messages longer than 160 characters are split into multiple segments. Each segment consumes SMS credits. The character counter shows how many segments your message will use.
Closing a conversation¶
Click the Close button (checkmark icon) at the top of the thread to mark the conversation as resolved. It will be moved out of the open list.
The customer can still reply — if they do, the conversation is automatically re-opened and marked as unread.
Reopening a conversation¶
In the Closed filter view, find the conversation and click Reopen. It returns to the open list.
Contact information¶
The right panel shows:
- Contact name (if the phone number matches a saved customer)
- Phone number
- Channel
- Number of previous conversations
Message status indicators¶
For WhatsApp and SMS, outbound messages show delivery status:
| Status | Meaning |
|---|---|
| Sent | Accepted by the API |
| Delivered | Delivered to the recipient's device |
| Read | Recipient has opened the message (WhatsApp only) |
| Failed | Delivery failed — hover for the error reason |
Conversation history¶
All messages in a conversation are stored permanently. You can scroll up to see the full history from the first message.
Agent assignment¶
In a multi-agent setup, conversations can be assigned to specific agents. The assigned agent is shown at the top of the thread. To reassign, click the agent name and select from the dropdown.
Info
Agents only see conversations assigned to them (or unassigned) depending on your platform configuration.
Searching within a conversation¶
Use Ctrl+F (or Cmd+F on Mac) in your browser to search within the currently open conversation thread.