Text message inbox

The text message inbox allows you to view all of your conversations with prospects. Depending on your access level, you may be able to see your own messages, or all messages from all agents at your organization. You can select on a message to respond just as you would through the Texting workflow.

Warning: When a prospect's mobile number is updated, any text messages under the old mobile number are no longer retrievable. If you need to capture text messages for the old number, capture them before you change the prospect's phone number.

Inbox sections:

The following sections are available in the inbox. Depending on your access level, you may only see some of these sections. All agents have access to the following sections:

  • My New Messages: This section displays all prospect conversations that are assigned to you that contain new messages. When a prospect replies to a message, the status of the conversation is set to new by default. When you respond to a message, the status automatically changes to archived, but you can mark conversations as new again to keep them in your new messages section.

  • All My Messages: All conversations you have had with prospects, new or archived, can be found here.

If you have access to view all messages, you'll also see the following sections:

  • Overdue Messages: This section displays all prospect conversations with any agent that are overdue, based on your organization's overdue Message time frame. For example, if your organization's overdue message time frame is 30 minutes, new messages from prospects will become overdue after 30 minutes if no agent has responded. If your organization does not set an overdue message time frame, then the overdue messages section will not display.

  • All New Messages: This section displays all prospect conversations with all agents that contain new messages.

  • All Messages: All conversations with all prospects, new or archived, can be found here.