Reply to incoming messages via Messenger

Messenger (legacy SMS Chat) is a fast and convenient way to send and receive text messages, enabling two-way conversations across multiple channels such as SMS, CPaaS, WhatsApp, Instagram, Facebook, and Live Chat.

Before using Messenger, make sure you can receive inbound messages via your preferred channel and are not using a Sender ID. Messages sent from a Sender ID (like your company name) cannot be replied to by recipients.

Send a new message using Messenger

1. Select Messenger from the main menu.
2. Click New chat.
3. Type a number or contact name and click on the chat.
4. Type your message. Next to the Send button, you will see how many characters and parts your message contains, as well as the cost of the message. (Learn more about SMS length.)
5. Click Send.

Receiving replies with Messenger

When someone replies or sends a new inbound text message to your dedicated virtual number or another selected channel, you will see a red badge next to the Unread chats folder. You will also receive a desktop notification and hear a notification sound when a new message reaches your Messenger.

If incoming SMS alerts are enabled on your account, you will also receive a copy of every incoming message to your email.

Navigating and managing chats in Messenger

In the Messenger section, you can organize and manage conversations using folders like:

• Open – Active chats needing attention
• Unread – Messages you haven’t seen yet
• Assigned to me / Unassigned – Team-specific sorting
• Solved – Completed or archived conversations
• All chats – Full chat history

You can filter chats by clicking the Filter button next to the search bar. Filters include:

• Status, Chat type, Channel, Tags, Assignee
• Satisfaction, Created date, Last updated, Last reply status, and more.

Click the three-dot menu (⋮) above the chat list to:

• Select chats – Manually choose chats for bulk actions, such as read, delete and solve
• Mark all as read – Clear unread badges
• Mark all read chats as solved – Instantly archive all read chats

Single chat management

In any open conversation, click the three-dot menu (⋮) in the top-right corner of the chat window to access more actions:

• Search this chat – Look up specific messages
• Select messages – Choose messages for actions or export
• Date filter – View messages from a specific time range
• Download transcript – Save the entire chat history
• Sender settings – Customize sender preferences
• Block / Unsubscribe / Delete chat – Manage or remove contacts as needed