The Conversations page lists your text conversations, one row per contact number, with the most recent activity at the top. Open a conversation to read and reply to it, with the contact's details in a panel beside it.
How to Find a Conversation
Go to Conversations in the left sidebar: Communication > Text > Conversations.
To search, type a name, phone number, or words from a message in the Name, number or message box.
To change the order, select Recent Activity or Recent Inbound from the sort dropdown.
To narrow the list, select an option from the filter dropdown next to it.
To see older conversations, scroll to the bottom of the list and click Load more.
Filter options:
All - every conversation that isn't archived.
Unread - conversations with unread replies.
AI-Managed - conversations an AI agent is handling.
Non-AI - conversations with no AI agent.
Handoff / Failed - AI conversations that were handed off to you or failed.
Pinned - only the conversations you pinned.
Archived - only the conversations you archived.
Search covers every conversation, not only the ones already loaded. The list loads 50 conversations at a time. Your sort and filter are saved, so the page opens with them next time. Click the x next to the dropdowns to reset both.
How to Pin a Conversation to the Top
On the Conversations page, click the pin icon on the conversation's row. The conversation moves to the top of the list with a blue pin.
To unpin it, click the pin icon again.
You can also pin from an open conversation. Click the ... button at the top of the conversation and select Pin conversation or Unpin conversation.
Pinned conversations stay above the rest under every sort and filter, with the most recently pinned first. You can pin up to 25 conversations.
How to Archive a Conversation
On the Conversations page, click the archive icon on the conversation's row. The conversation leaves the list.
You can also archive an open conversation from its ... menu with Archive conversation. Archiving keeps every message. When you or the contact send a new text, the conversation comes back to the list on its own. Archiving a pinned conversation unpins it.
How to Move an Archived Conversation Back
Select Archived from the filter dropdown.
Click the Move back to conversations icon on the conversation's row.
How to Delete a Conversation
Open the conversation.
Click the ... button at the top of the conversation.
Select Delete conversation.
Confirm the delete.
Deleting removes the conversation's messages. To clear a conversation from the list and keep its messages, archive it instead.
How to View a Contact's Details From a Conversation
When you open a conversation, the header shows the contact's name with the number below it, and the contact panel beside the conversation shows their details.
Open a conversation.
If the contact panel isn't showing, click the Contact details button in the conversation header. The panel is hidden on narrower windows until you open it.
To see all of the contact's fields, click View more.
To edit a field, double-click it, change the value, and press Enter.
To see more of the contact's activity, click View all under Recent Activity.
What the panel shows:
Contact Details - the first 7 fields from the contact record, in the same order. The page remembers whether you left the panel expanded with View more.
Quick icons - the eye opens Quick View, the pencil opens Edit Contact, and the envelope opens an email to the contact.
Recent Activity - the contact's 4 most recent activities. View all opens Quick View on the Activity tab.
The header shows the contact's contact lists after In lists:, with lists you pinned first. Click a list to open it. To add the contact to another list, click + List, or, when the contact is on more than 2 lists, click +N more and select Add to a list.
If the number isn't saved as a contact, the panel shows Not a contact yet. Click Create contact to add one with the number filled in.
What Do the AI Badges on a Conversation Mean?
A conversation an AI agent is part of shows a badge next to the contact's name in the list. The badge stays visible when the name is long.
AI - an AI agent is handling the conversation.
Handoff - the AI agent handed the conversation to you.
Failed - the AI conversation failed and its automation was cancelled.
Booked - the AI agent booked an appointment with the contact.
To set up or stop an AI agent, see How to Go Live with an AI Booking Agent.
Key Notes
A contact with more than one phone number has a separate row for each number.
The reply box shows the character count and how many SMS segments the text uses. A text over 3 segments is sent as an MMS.
New incoming texts appear in the list and the open conversation without reloading the page, and a reply you're typing stays in the box.
To mark a conversation unread or send a new text, see Texting 101: How to Send & Manage Text Messages.