Every text, email and social message from your customers lands in one inbox, and you can reply on any channel from the same screen.
Find your messages #
-
Conversations
Click Conversations in the left menu.
-
Choose an inbox
My inbox shows conversations assigned to you. Team inbox shows everyone’s.
-
Unread, All, Recent or Starred
Use the tabs at the top of the list. Unread is the best place to start your day.
Reply to a customer #
-
Open the conversation
Click a conversation. The full history with that customer appears in the middle, and their details on the right.
-
Choose the channel
In the message box at the bottom, pick how to reply: SMS, Email, Facebook, Instagram, or WhatsApp on plans that include it. Reply on the channel the customer used unless you have a reason not to.
-
Write and send
Type your message and click Send. You can also press Ctrl + Enter (⌘ + Enter on a Mac).
Good to know #
- Use Internal Comment in the channel picker to leave a note for your team. Type @ and a name to tag a colleague. Customers never see internal comments.
- Use the filter icon to show only certain channels, tags or conversations assigned to someone.
- Select several conversations to mark them read or unread, or to star them.
- Deleting a conversation is permanent, so archive or mark as read instead.
- Facebook, Instagram and WhatsApp messages appear here once those accounts are connected.
Troubleshooting #
If a channel is missing from the picker, it is not connected yet, or the contact has no phone number or email for it.