Messages require content before they can be sent. Ensure you've entered text in the reply composer. If the message includes an attachment, verify the file is under 10 MB. If problems persist, refresh the page and try again.
Messages
The Messages inbox is your central hub for customer communication. Use it to view, respond to, and manage all conversations with your customers in one place. The interface provides a conversation list, thread view, quick replies, and status management to help your team track and resolve customer inquiries efficiently.
Accessing the Messages inbox
Navigate to the Messages page from your dashboard sidebar. The page displays a two-pane layout: a conversation list on the left and the active thread on the right.
Conversation inbox overview
The left pane shows all your customer conversations with the most recent activity at the top. Each conversation displays the customer name, a preview of the last message, and an unread badge when applicable.
Searching conversations
Use the search box at the top of the list to find specific conversations. Type your search terms to filter the list by customer name or message content.
Filtering by status
Use the status filter dropdown to narrow your view:
All — Shows every conversation regardless of status
Active — Conversations that are ongoing and require attention
Resolved — Conversations that have been completed
Escalated — Conversations that have been escalated for special handling
Viewing and responding to messages
Click any conversation in the list to open it in the right pane. The thread view shows the full message history with the customer, including any attachments.
Replying to a conversation
Type your response in the reply composer at the bottom of the thread. Press Enter or click the Send button to deliver your message to the customer.
Adding attachments
Attach files to your replies using the attachment button. The system supports file uploads up to 10 MB per attachment. If your file exceeds the limit, compress it or send a smaller version.
Creating a new conversation
Click the + button in the inbox header to start a new conversation. Select the customer you want to message and compose your initial message in the thread view.
Quick replies
Quick replies are pre-written responses you can use to respond faster to common customer questions or updates.
Adding a quick reply
Click Add Quick Reply in the quick replies section
Fill in the fields:
Title — A label for the quick reply, such as "Schedule update"
Message content — The actual response text you'll send
Category — An optional category to organize your quick replies
Click Add Quick Reply to save
Using quick replies
When composing a response, select a quick reply from your saved list to insert the pre-written content into your message. You can edit the text before sending.
Deleting a quick reply
Remove a quick reply from your list when you no longer need it. Deleted quick replies cannot be recovered.
AI reply suggestions
Use the AI reply suggestion feature to generate a draft response based on the conversation context. The AI analyzes the thread and provides a suggested reply that you can edit before sending. This feature helps speed up response time for routine inquiries.
Managing conversation status
Track the progress of each conversation using status controls in the thread header. Statuses help your team prioritize work and ensure nothing falls through the cracks.
Available statuses
Active — The conversation is ongoing and requires a response or follow-up. New conversations start in this state.
Resolved — The conversation is complete and no further action is needed. Mark a conversation as resolved when you've addressed the customer's question or issue.
Escalated — The conversation requires special attention or has been escalated to a manager or specialist. Use this status to flag conversations that need higher-level handling.
Changing status
Use the action buttons in the thread header to change a conversation's status:
Click Resolve to mark an active conversation as resolved
Click Escalate to flag a conversation for special handling
Click Reopen to return a resolved or escalated conversation to active status
Tips for effective message management
Use the status filter to focus on active conversations during your shift
Create quick replies for common scenarios like scheduling updates, service confirmations, and billing questions
Resolve conversations promptly when the issue is addressed to keep your inbox clean
Escalate conversations early when they require manager input rather than delaying
Use the search function to quickly find customer history before responding
Troubleshooting
Why isn't my message sending?
Why can't I find a conversation?
Check your status filter. If you're viewing only resolved conversations, an active conversation won't appear. Switch to "All" to see every conversation, or use the search box to locate the customer by name.
How do I recover a deleted quick reply?
Deleted quick replies cannot be recovered. You'll need to recreate the quick reply by adding it again with the same content.
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