A conversation collects everything exchanged with one contact, in both directions. Inbound messages from contacts appear alongside the outbound messages you sent them.
Open and reply to a conversation
Open Conversations
Select Conversations to see the threads available to you.
Pick a thread
Select the conversation with the person you want to reply to.
Write a reply
Type into the message field and send. You can attach a file to the reply as well.
What the composer accepts
- A message must be longer than two characters, unless you have attached media.
- Messages sent as an agent must fit within the SMS unit limit.
- Support mode allows up to 4096 characters.
If the message is empty or too long, the composer shows a validation error instead of sending. If a send fails you see a message-not-sent notice; a successful send is confirmed as sent.
Attachments
- Each uploaded file may be up to 5 MB.
- The attachment control is offered while the message is below the maximum number of media items.
Contact Info sits beside the thread
Every conversation has a Contact Info action. It opens the contact record for that person so you can correct a name, language or note without leaving the conversation.
Unsubscribed contacts cannot be messaged
If a contact has unsubscribed, the composer is replaced by a notice that the contact will not receive any messages from you. You can still see the history.