General > Conversations > Details > Message Channels
Conversations
Sending Messages
When selecting a conversation, you’ll be able to send messages to that contact through any connected and available message channels. Please keep in mind that for a message channel to be connected and available, you must:
Have connected the type of messaging channel you wish to use, meaning either having connected an email, purchased a phone number, or integrated a third-party software such as Facebook or Instagram.
Have the relevant contact information for that contact, for example, if a contact first reached out via text message and you have not yet gathered their email address, you will not yet be able to send them an email.
Internal Comments
For any contact in your system, you’ll always have the ability to leave an internal comment. These internal comments are only visible to users in your system and are not visible to contacts.
Replying To An Existing Thread
When you have a conversation selected, rather than using the composer at the bottom to send a new message, you can select an existing thread from the conversation view, you can select the three dots located on that conversation and click the reply option. This will cause the composer to now reply within that message thread.
Composing A Message
When sending a message to your selected conversation, you’ll have several options depending on the channel you are sending. Here we’ll review actions available to you for SMS and Email, as those are the most commonly used channels. If you have questions about additional channels, please reach out to [email protected].
From - When sending an email or SMS, you are able to select from where the message will display as coming from. For SMS, you can select any phone number that you have purchased in the phone numbers area under settings. For email, you are able to customize the name and email that the message appears to come from - however, it is strongly suggested to set your email to always use the domain that is connected to your website or email. This helps increase your deliverability rate and reduce the chance that your email ends up in the spam folder.
To - When sending an email or SMS, you are able to select to whom the message will be sent. For SMS, if the contact is associated with additional phone numbers, you’ll be able to select either the main number or any additional number. For Email, you’ll be able to select any additional email, as well as have the option to cc or bcc any other emails.
If you wish to send a group SMS, please use the create new message button from the left column.
Subject - When sending an email, you’ll be able to set the subject line.
Message content - When sending an email or SMS, you’ll be able to type the message you would like to send.
Additional Options
There are also a number of buttons below the message composer that can be used to aide in your message composition. These include:
Formatting - For email only, this opens a formatting window, allowing you to customize your font, utilize formatting tools such as bold, italic, and underline, use features such as bullet points, and customize text with tools such as color, alignment, and line height.
Attach files - For SMS and email, this allows you to either choose a file from the Media Library or to upload a file from your device to include in your message.
Add link - For email only, this allows you to create a hyperlink to a URL.
Add image - For email only, this allows you to embed an image into your email message. When adding an image, you must have the URL for the image. If you do not have an image URL, you can upload your image to the media library and copy the image link from there. When adding an image you can customize its dimensions, the alt text, and set an action link for when the image is clicked.
Insert emoji - For SMS and email, this allows you to view the emoji library and insert emojis into your message body.
Insert snippet - For SMS and email, this allows you to open a menu of your created snippets and select one. Once selected, the snippet will override your subject line (if email) and your message.
Request payment - For SMS and email, this allows you to create an invoice link, allowing you to set an item name, price, and due date for the invoice. Once created, this will create a link that you can either directly link to in SMS or can hyperlink to in email.
More - Opens the custom container option menu, allowing you to select an option and utilize that custom container to customize the message to your contact. For example, using more>contact>full name, would display the contact's full name, while using more>right now>day would display the current day.