Messaging
Conversations
Conversations organize messages by contact, phone number, internal teammates, and inbox so your team can follow the full thread instead of hunting through disconnected texts.
Before you begin
- Assign numbers to inboxes before relying on shared or personal conversations.
- Give teammates access to the inboxes they should monitor.
- Use contacts so names and context appear in threads.
Where to find it
Open Phone -> Messages. Use search, All, Internal, and inbox filters to move between conversation types.
Step-by-step
- Open the conversations list.
- Use All to see conversations across your accessible inboxes.
- Use Internal for teammate-only threads.
- Choose a specific inbox to focus on conversations for that number.
- Search by contact name, phone number, or thread context.
- Open a thread to reply, attach media, mark activity as read, or delete the conversation where permitted.
What happens next
- Unread indicators help the team see which conversations need attention.
- Conversation access follows inbox membership and permissions.
- Deleting a conversation affects who can see that thread, so use it carefully.
Best practices
- Keep replies in the inbox that owns the relationship.
- Use internal team messages for coordination rather than sending operational notes to external contacts.
- Search before starting a new thread to avoid duplicate conversations with customers, clients, vendors, coworkers, or other business contacts.
Troubleshooting
- If a conversation is missing, check inbox filter and search terms.
- If you cannot reply, check permissions and number assignment.
- If notifications are missing, review message notification settings and app connection.