The Messages page shows SMS conversations for the active business. It is where operators review inbound and outbound messages, reply manually, inspect attachments, and control AI handoff per conversation.
Conversation list
The left panel shows conversations sorted by recent activity. Each item can show:
- Contact name or unknown contact.
- Last message preview.
- Attachment preview labels such as photo or document.
- Timestamp.
- Blocked status when the contact is blocked.
Use search to find conversations by contact or message content.
Conversation thread
Open a conversation to see the message timeline. The thread can include:
- Inbound customer messages.
- Outbound AI or operator messages.
- Attachments.
- Delivery failure states.
- Session summaries.
Send a manual reply
Open a conversation
Select an SMS conversation from the list.
Type a message
Use the composer at the bottom of the thread.
Attach files if needed
Add up to 3 attachments. Images and documents are supported.
If a contact is blocked, the composer is disabled until the contact is unblocked from Contacts.
Pause or resume AI
The thread header lets operators pause AI replies for that conversation. A human reply also places the conversation into handoff mode. Resume AI when the conversation should return to automated handling.
Attachments
Messages can include photos and documents. Image attachments may render as previews. Other files appear as attachment cards or links depending on delivery mode. 