The Messenger

The Messenger is where you manage replies and incoming messages, and where two-way conversations with your contacts take place. It works like an inbox, helping you keep track of messages that need attention and making it easy to respond.

Any inbound message received on your dedicated number will automatically open a conversation in the Messenger. You can think of each conversation as an item that needs to be reviewed and actioned. That action might be replying to the message, following up with a customer in another system, or deciding that no response is needed and closing the conversation.

When you open the Messenger, you’ll see a list of conversations on the left-hand side. Each conversation represents a different phone number that has contacted you. Clicking on a conversation shows the message history with that person. Messages are displayed in order, with the newest messages at the bottom of the conversation view.

Replying is simple. Type your message into the reply box below the conversation and send it. Your reply is sent immediately and added to the conversation so you can clearly see the full back-and-forth history.

If you don’t need to continue a conversation, you should close it by clicking “Close this conversation”. Closing a conversation helps keep your Messenger tidy. You don’t lose anything by doing this. If the person replies again later, the conversation will automatically reopen and appear back in your Messenger.

To keep things manageable, the Messenger shows up to 100 open conversations at a time. If you reach this limit, you’ll need to close older conversations that no longer need attention. You can do this quickly by clicking the red X next to a conversation in the list.