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      Sending Emails or Text from the Conversations Tab

      How to send emails and/or text messages from the conversations tab.

      Updated: November 18, 2024

      • The Conversations Tab
      • Use specific phone numbers for SMS/Texting with contacts
      • Unsent Messages
      • Group Messages and Limitations

      Here are the steps:

      1. Navigate to the Conversations tab in the menu pane.
      2. Select the Contact within the Conversation you wish to reply to
      3. Click SMS, WhatsApp, or Email.
        1. Learn More about our WhatsApp Integration

      Please Note:  If the Contact does not have a phone number saved, there will not be an option to send an SMS message.  If the Contact does not have an email saved, there will not be an option to send an Email message.


      Toggle between the tabs if needed.  Type your SMS or Email in the box and click the blue Send button when you are ready to send.

      Users can now select which phone number to send SMS messages from, including multiple numbers per contact.


      Benefit: Enables personalized communication, increases trust with local numbers, and improves response rates.


      You can also add Custom Values, Attachments, and Emojis using the icons in the lower left portion of the SMS messaging field.  Access Templates or Request a Payment by using the icons in the lower-left corner of the text field.

      Tip: You can schedule your text message to send at a later time. Click the clock icon beside the "Send" button.  Select the Date, Time, and Contact Timezone.  Click Send Schedule to schedule the SMS/email.

      Unsent messages in Conversations are now automatically retained.

      • If you begin typing a message and leave the screen before sending, your draft will be preserved and ready when you return. This means you won’t lose your progress and can pick up right where you left off without having to retype.

      This feature does not apply to WhatsApp messages.

      Group messages

      1. Go to the Conversations in your account, Click on Create a new message and select Group Message. 

      2. Choose the phone number from which you want to send the group sms.

      3. Choose the contacts you would like to add in group chat. You must add at-least 2 and maximum 9 participants. You can also add both primary and secondary numbers of contacts.
      4. Once the group is set up, type your message and click Send. All contacts will receive the message, and when anyone replies, their response will be sent to everyone in the group.

      5. On the top panel of the group chat window, you can see all the contacts that have been added to the group. You can search for participants by their name or number in the group chat.

      Group1

      Group2

      Note: If a contact has enabled DND or the number is not a US number you cannot add them to group chat. 

      • Once a group is created, you cannot change the participants or the business phone number you selected to create the group chat.
      • If a contact already in the group is deleted from your account, group messages will still be sent to the phone number that was originally added. Even if the contact's number is modified in the account, the messages will continue to go to the initially added number.
      • If a contact in the group enables DND (Do Not Disturb) after the group chat is created, you will no longer be able to use the group chat. To continue group messaging, you will need to create a new group excluding the participant who is marked as DND.