One inbox, three channels
The inbox handles conversations across SMS, WhatsApp, and email. A lead who texts, a lead who messages on WhatsApp, and a lead who replies by email all land in the same place, with the channel shown on each conversation.
WhatsApp conversations work inside Meta's 24-hour customer service window. The app shows the window state on WhatsApp conversations, so you can see whether you can still message before you type. When the window closes, the customer needs to message you again before you can reply on WhatsApp. To connect WhatsApp, see WhatsApp setup.
Organize the inbox
You can star a conversation and mark conversations read or unread. The inbox has filter views for unread and starred items, so a busy inbox stays workable: star what needs attention, clear what is done, and filter down to what is left.
Messages support reactions and attachments. Attachment size limits apply in the app, so keep files you send within them.
Follow-up reminders
A follow-up reminder attaches to a contact with a due date. When a reminder comes due, it notifies you, so a lead who has not replied does not slip through. Set a reminder whenever a conversation ends without a clear next step. See Contacts and pipelines for the contact record the reminder attaches to.
Consent and quiet channels
Each contact has per-channel consent and do-not-disturb settings. If a contact opted out of a channel, that channel stays silent for that contact. Check the contact's settings before you reach out on a channel they have not opted into.
Do not send SMS until the account, brand, campaign, and consent are approved for that use. See SMS compliance for what has to be in place first.
AI drafts, you approve
AI can draft outbound conversation campaigns and reply suggestions. Drafts wait for your review, and nothing sends without your approval. You stay the sender; AI only prepares the text. The Conversation AI employee does this drafting.
AI features need a plan that includes AI: Professional or Agency. See AI employees for what AI can do across the app.