What This Does
VipeCloud's texting feature lets you send individual or conversational text messages to contacts directly from your account. This article covers how to navigate your texting conversations, compose and send messages, and use the available message enhancement tools.
Before you start: You must have an active texting subscription and an approved texting campaign before sending texts. Head to your text settings page to add a texting subscription and review our article on the Campaign Registry Best Practices for setup instructions and guidance.
How to Access Texting Conversations
You have two ways to reach your texting conversations:
Option 1 - Quick access:
Click the Text Conversations button in the upper right corner of the screen. This button is visible from anywhere in the system.
Option 2 - Left sidebar:
Click Communication in the left sidebar.
Click Text.
Click Conversations.
How to Navigate Your Conversations
Your conversations are displayed in a column list, showing one entry per contact with an active conversation. Click any conversation to open it.
To search conversations:
Use the search bar at the top of the conversation list.
Type a contact name to filter results.
How to Filter Conversations
Click the Filters button in the conversation list.
Select a filter option:
Sort options:
Recent Activity - Sorts by the most recent inbound or outbound text. Use this as your default view.
Recent Inbound - Sorts by the most recent incoming messages. Useful if a large outbound send has pushed your list out of order.
Filter options:
Unread Messages - Shows only conversations with unread texts.
Managed by AI - Shows conversations currently being handled by your AI Booking Agent.
Managed by Non-AI - Shows conversations not currently being handled by AI.
AI Handoff - Shows conversations where the AI has handed off to you for a human reply.
Key Notes:
The Managed by AI, Managed by Non-AI, and AI Handoff filters are only relevant if you have an active AI Booking Agent subscription.
How to Clear Filters and Recognize When Filters Are Active
If filters are active, the Filters button will appear highlighted or show a visual indicator.
To clear filters:
Click the Filters button.
Remove or reset your active filter selections.
Troubleshooting - No conversations showing: If you see a "No conversations found" message or your conversation list looks empty, check your filters first. Active filters are the most common reason conversations appear to be missing. This is not a subscription or account issue.
How to Send a Text Message
Open a conversation from your conversation list.
Type your message in the text editor at the bottom of the conversation.
Click Send Now to send immediately, or click the up caret (^) next to the send button to schedule the message for a later time.
How to Use Message Enhancement Tools
The toolbar at the bottom of the text editor includes the following tools, from left to right:
Insert Attachment - Opens your content library so you can select a file to send as a link. This is the recommended way to share attachments via text, since direct file attachments are not reliably supported across carriers.
Insert Video - Sends a video as a link from your content library. You can also upload a new video directly from this menu.
Insert Audio - Sends an audio message as a clickable link. You can select an existing audio file or record a new one:
Click Insert Audio.
Click Record Audio.
Click Start to begin recording.
Click Stop when finished.
Preview the recording and optionally rename it.
Click Upload and Insert to add the link to your message.
Insert Image - Adds an image that displays inline in the text body (not as a link).
Insert Merge Tag - Inserts a merge tag, same as elsewhere in VipeCloud.
Insert Email Template - Inserts a link to the landing page version of one of your email templates. The template content is not embedded in the text body - only the landing page link is sent.
Insert Emoji - Opens the emoji picker.
Insert Text Template - Loads a saved text template directly into the message body.
Insert Sign Up Form - Inserts a landing page link to one of your sign-up forms.
How to Send a Text from a Contact Record
You can send a text to a contact directly from their record without going through the Texting Conversations view.
Open a contact record.
Scroll to the Recent Engagement section.
Click the Text button at the top of the Recent Engagement section.
Draft and send your message.
You can also text a contact from anywhere in the system where a contact is referenced. Look for the quick action text button next to the contact name.
All texting activity for a contact is visible in their Recent Engagement section alongside emails, tasks, and other communications.
Key Notes
To text a contact, they must have a valid phone number in the Mobile Phone field on their contact record.
Phone numbers entered in the Phone, Direct Phone, or Office Phone fields will not be used for texting.
The VipeCloud mobile app supports texting with the same functionality as the desktop version and sends push notifications when contacts reply. All texting users are encouraged to download the VipeCloud mobile app and make sure push notifications are enabled.
In-app notifications are also triggered on reply, and a badge will appear on the Text Conversations button in the upper right corner.
Common Mistakes
Contact is not textable even though a phone number exists Check which phone field the number is saved in. Only the Mobile Phone field is used for texting. Move the number to the correct field on the contact record.
Conversation list appears empty or incomplete Check your active filters. Clear all filters and confirm what is visible. This is the most common cause of missing conversations.