Every time a customer replies to one of your SMS messages, it shows up in Conversations. This is your unified inbox — all two-way SMS threads in one place, whether they were started by a campaign, a direct message, or an AI agent.

Understanding the Conversations view

The Conversations page shows every active thread between your business and your contacts. Each row displays:

• Contact name and number — Who you're talking to
• Last message preview — The most recent SMS in the thread
• Timestamp — When the last message was sent or received
• Status badge — Open, AI-handled, or Resolved

Filtering conversations

Use the filter tabs at the top to sort your conversations:

• All — Every conversation
• Open — Needs a human reply
• AI-handled — Your AI agent is managing this thread
• Resolved — Marked as closed

Replying to a conversation

Click any conversation to open the thread view. You'll see the full message history on the right. To reply:

1. Click into the message box at the bottom of the thread
2. Type your reply (160 characters = 1 SMS credit)
3. Hit Send or press Enter

Your reply is sent immediately and logged in the thread.

Taking over from an AI Agent

If an AI agent is handling a conversation and you want to step in:

1. Open the conversation
2. Click Take over — this pauses the AI agent for this thread
3. Reply as normal
4. When you're done, click Resume AI to hand back to the agent, or Resolve to close the thread

Resolving a conversation

Once a customer enquiry is sorted, mark it as resolved to keep your inbox clean. Click the Resolve button in the top right of the thread. Resolved conversations can be reopened if the customer replies again.