Replying to Conversations

⏱️ 5-7 min

Open a thread, check the channel, attach what you need, and send a reply from anywhere.

Around the inbox

Know your way around Conversations

Click a tab to see how each part works.

Newest on top

Your latest message is always at the top. Each row shows who it is from and when. Tap any row to open the whole thread.

  • Work through unread messages from the top down

Team inbox, my inbox, internal chat

Whatever you set up on your computer shows up on your phone. Use the filter to sort by latest, oldest, latest manual, or oldest manual.

  • Tap Recent to see recent replies
  • Swipe over to get back to your unread messages

Read before you reply

Scroll up to read the history so you see what was said before you answer. It is easy to miss a question from two messages ago on a small screen.

The green dot

If a contact has a phone and an email, you will see both options. The green dot shows which channel you are in, so check it before you type.

  • Pick Email to type an email, or SMS to send a text
  • Choose your styles at the bottom of an email

More actions at the top right

Open a conversation and tap the three dots to schedule an appointment, create an opportunity, send a review request, show all activity, or delete the conversation.

  • Keep your conversations. Delete only spam so you can always go back to the history
Step by step

Send a reply in six taps

Follow along in your own Conversations list.

1

Open a thread

Tap Conversations, then tap a row. Read the history before you reply.

2

Check the green dot

Make sure the channel is the one you want. Tap SMS or Email to switch.

3

Start a new message

Tap the plus sign for a quick action to send a new message or email. Text fills in the first name for you.

4

Attach what you need

Tap the plus in the composer to use the camera, video, photos, snippets, request payment, custom values, a trigger link, files, or your media storage.

5

Use a snippet

Snippets are premade messages you set up on your computer, like a quote. Choose one and it fills in for you.

6

Send

Tap the arrow to send. Then tap the back arrow or swipe to return to your list.

Key terms

Definitions

Tap any term to expand it.

The full back-and-forth of messages with one contact.
How you reply, such as email or SMS. A green dot shows the one you are using.
A premade message you set up on your computer and reuse from your phone.
The plus sign that starts a new message or email.
Help me do it

Things To Do

Finish these before moving to the next lesson. They only take a few minutes.

0 of 3 done

⚡ Tips

  • A short, friendly answer in two minutes beats a perfect answer tomorrow.
  • Allow camera permissions so you can send a photo straight from your phone.
  • Save pre-written documents in your media storage for fast access.
  • Swipe actions are for quick repeat tasks, so learn the swipe if you do the same thing often.
Check yourself

Quick Knowledge Check

Answer a few quick questions to lock in what you just learned. Miss one and we'll show you the right answer.

0 of 4 answered

What does the green dot in a conversation tell you?

Where do you create snippets?

Your newest message always shows at the ____ of the list.

Delete only ____ conversations so you can keep the history on a contact.

Help me apply it

Try This With Your Favorite AI

Copy a prompt below and paste it into ChatGPT, Claude, Gemini, or whatever AI tool you use. Fill in the bracketed details and it'll help you write your own version for your business.

✍️ Write short mobile replies

You are a clear-writing coach helping me reply to customers from my phone. My context: - [the three questions customers ask me most] - [my tone, such as friendly or formal] - [my usual next step, such as a time to call] Give me: - A short text reply for each question, under 25 words - A longer email version for the one that needs details - A closing line that asks for a clear next step Write like a real person and avoid long paragraphs. Finish by asking me: "Which question do you want to make shorter first?"

📮 Make my channel rules

You are a messaging setup helper helping me decide between SMS and Email on my phone. My context: - [the kinds of messages I send] - [which channel my customers usually use] - [things I send that customers may save] Give me: - A simple rule for when to use SMS - A simple rule for when to use Email - A one-line habit to check the channel before I send Keep the rules to one sentence each. Finish by asking me: "Is there a message type that does not fit these rules?"

Your goal is not to live on your phone. It is to never leave someone hanging because you were away from your desk. Reply to one open conversation now.