Conversations

Conversations keep the complete message history for a customer, outside contact, or group together with the inbox and business number used for the discussion. Teammates with access can open the same thread, review earlier messages, and continue the conversation without moving it to a personal number.

Before you begin

• Have access to the personal or shared inboxes whose conversations you should work from.
• Assign an active number to an inbox before using it for external messaging.
• Add outside recipients as contacts when you want their names and information to appear in conversations.
• Allow message notifications on the devices where you need to see new activity.

Where to find Conversations

In the web app, open Phone → Messages. In the mobile app, open Messages. The conversation list shows external and internal conversations that you can access, ordered with the most recently active conversations first.

Search for a conversation

On the web, select Workspace search in the sidebar or press Cmd+K on Mac or Ctrl+K on Windows. Enter at least three characters and select Messages. Choose an inbox when you want to narrow the conversation results, then select a result to open the thread.

Web conversation results show the time of the latest message when available. Use it to distinguish conversations before opening one.

On mobile, open Messages and use Search messages. Enter at least three characters, then tap a result. Shorter text does not start a search.

For more information about opening Workspace search, see Dashboard Overview.

Search by a participant’s name, phone number, or the conversation’s name. Searching the text inside messages is not currently supported. Opening a result opens the conversation; it does not jump to a matching message.

The web search dialog’s status and date controls apply to Calls, not Messages. Closing Workspace search clears the query and filters.

If a conversation is missing, try a name or phone number you know is in that conversation, clear the inbox restriction, and confirm your access. For searching saved contacts, see Contacts Overview.

Understand the conversation list

Each conversation can show:

• The contact, phone number, teammate, or group name.
• A preview of the latest message.
• The time of the latest activity.
• An unread indicator when new messages need review.
• The inbox name when the list needs to distinguish where the conversation belongs.
• An eye icon when you have view-only access to the conversation's inbox.

Opening a conversation marks its current activity as read.

Filter conversations by inbox

Select the Inbox filter above the conversation list and choose an inbox, or select All to return to the combined list. The filter shows the selected inbox's name until you change it.

For Owners and Admins, another teammate's personal line appears in All and the inbox menu after they follow it as a Viewer. On the web, Add teammates’ lines… opens the inbox directory. See Follow an inbox for the controls and Inbox Participants for access details.

Participant access and view-only access

Open and continue a conversation

Select a conversation to review its full message history and attachments. When you can participate in the inbox, use the composer to reply from the conversation’s established inbox and business number.

For a one-to-one conversation, the header may also provide a calling action. Group conversations provide participant information and naming controls instead.

See Sending Messages for detailed composing instructions.

Review a saved reply suggestion

An authorized AI assistant can save a private, unsent reply suggestion for you. You review and edit it before sending; it does not send automatically or replace your existing draft.

For more information, see Use a saved AI reply suggestion.

Understand unread conversations

An unread indicator appears when a conversation has new activity you have not opened. Selecting the conversation marks its current messages as read for your account. This does not mark the conversation as read for other teammates.

The unread badge can include conversations outside the selected inbox filter. Reading access alone does not add every inbox to your badge. See Viewing and notifications to choose the inboxes you follow and the notifications you receive.

Mark every conversation as read

Web app

1. Open Phone → Messages.
2. Select the checkmark control above the conversation list.
3. Review the confirmation.
4. Select Mark all read.

Mobile app

1. Open Messages.
2. Select the checkmark control in the page header.
3. Review the confirmation.
4. Select Mark all.

The checkmark control appears only while you have unread conversations.

Name a group conversation

A recognizable group name can make an ongoing discussion easier to identify. The conversation must contain multiple participants before group-naming controls appear.

Web app

1. Open the group conversation.
2. If the details panel is hidden, select Show contact details in the header.
3. Select the group name at the top of the panel.
4. Enter the new name, then press Enter or click outside the field to save.

Mobile app

1. Open the group conversation.
2. Select the group title.
3. Enter the name under Group Details.
4. Save the change.

Leaving the name empty returns the conversation to its automatically generated participant name.

Remove a conversation from your list

Removing a conversation hides it from your own conversation list and marks its current activity as read. It does not delete the shared message history or remove the conversation from another teammate’s list.

Web app

1. Open the conversation.
2. Select the trash control in its header.
3. Review the Remove Conversation confirmation.
4. Select Remove.

Mobile app

1. Press and hold the conversation in the list.
2. Select Delete.
3. In Remove Conversation, select Remove.

Block or unblock a number from a conversation

In the mobile app, press and hold a one-to-one external conversation and select Block Number. Blocking adds the number to the organization-wide Do-Not-Call List, preventing new incoming calls and messages from that number. Waveline may also remove the conversation from your personal list.

If the number is already blocked, the same menu provides Unblock Number. Unblocking allows future incoming calls and messages from that number again.

Blocking is available only for one-to-one external conversations. It is not available for internal or group conversations. See Do-Not-Call List for more information.

Best practices

• Use inbox filters to focus on the business line you are currently handling.
• Review the sender and recent history before replying.
• Leave external customer communication in the applicable shared inbox.
• Use internal team messages for private coordination.
• Mark all conversations as read only after confirming that no unread work needs follow-up.
• Remove conversations only when you no longer need them displayed in your own list.
• Confirm the number before using the organization-wide block action.
• Give recurring group conversations recognizable names.

Troubleshooting

Related pages

• Sending Messages
• Internal Team Messages
• Inbox Participants
• MMS and Media
• Message Delivery Issues
• Notifications
• Contacts Overview