waveline

Messaging

Internal Team Messages

Internal team messages let coworkers coordinate inside Waveline without sending an SMS to an external contact or cluttering an external conversation.

Before you begin

  • Invite teammates and confirm they can access Waveline.
  • Use external SMS only when the customer, client, vendor, coworker, or other business contact should receive the message.
  • Use internal threads for coordination, handoffs, and follow-up notes.

Where to find it

Open Phone -> Messages and choose the Internal filter or start a new message to a teammate.

Step-by-step

  1. Open Messages.
  2. Choose an internal teammate or group thread.
  3. Write the message just as you would in an external conversation.
  4. Send it and keep the discussion inside Waveline.
  5. Use search to find the thread later.
  6. Move back to an external conversation only when the contact needs a reply.

What happens next

  • Internal messages do not send through external SMS numbers.
  • The thread appears under Internal filters rather than an external conversation filter.
  • Team members can use internal messages to coordinate before replying externally.

Best practices

  • Keep internal notes separate from external-facing text.
  • Mention enough context so teammates know which contact or call you mean.
  • Use the relevant conversation or call detail as the source of truth for follow-up.

Troubleshooting

  • If a teammate is missing, confirm they accepted the Waveline invite.
  • If you cannot find a thread, switch to the Internal filter and search.
  • If a message was sent externally by mistake, stop and follow your communication policy.
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