The Conversations Inbox tab is the place where you can manage 2-way conversations.
Note On Opening Conversations
By default we only create a conversation when your account receives an INBOUND message.
This is because many accounts do mass broadcasts, so if we opened the conversation for every outbound message your inbox would instantly be flooded, making it difficult to find active actual replies from just outbound messages.
You can always open a conversation or see the entire message history of a contact at any time by searching for the contact in the contacts page and clicking the message icon on the right side.
Conversation Status
There are 3 statuses to help you manage your conversations.
Open
These are conversations where you received an inbound message. This tab helps you easily see who might need a response. If you respond via conversations here, it will automatically move the conversation to "Replied".
Note: The conversation will stay in the "open" tab if the last outbound message was NOT sent through conversations (for example, a broadcast). This helps make sure you see replies, even if an automated message went out after the contact sent an inbound message.
Replied
These are conversations where the last message was outbound from a conversation.
If a contact replies to your message, it will pop back into "Open" again.
Closed
If you're done with a conversation you can mark it as "closed" and it will appear in the closed tab.
If the contact responds at a later date, it will automatically move it back into open.
Note: If a contact replied with a STOP keyword to opt out, we automatically filter these into the "closed" tab, so that it doesn't clog up your inbox with opt-out replies that don't need a response.
Archive
If you'd like to hide the conversation from all the statuses, you can "archive" it. It can be reactivated at any time by going to the individual contact on the contacts page, and clicking on the conversations button.
Schedule Message
You can schedule a message to send at a later time by scheduling it.
Just type your message, then select schedule send in the dropdown by the send button
Then in the dialogue you can schedule when you want the message to go out:
When you schedule your message, it will appear in it's own section for scheduled messages in the conversation box:
Undo Send
Undo send allows you to have a time window inbetween hitting send and the message actually delivering. This can be helpful to catch mistakes after hitting send.
You can activate undo send on a profile level by visiting the settings part of your profile page and turning on this feature.
Conversation Colors (Last Message Status)
On the conversation preview on the left side, you'll notice the last message date.
Green = Confirmed Delivered: This means that we got a confirmation back from the carrier that the message was delivered.
Grey = Sent, but unconfirmed delivery: We sent the message but did not receive a confirmation. Sometimes carriers don't give us a confirmation, but this should be rare.
Red = Message Failed: We attempted to send the message but it failed for some reason. It may be an invalid phone number, carrier filtered, or some other error.
Conversation Message Colors
If the message is green in the conversations panel, then it has been sent successfully.
If the message turns red, then there was a delivery issue. This can happen for many reasons including carrier filtering, or having an invalid phone number. See more on deliverability here. You can always send a message to our support if you have any specific questions.