Draft: this guide describes a feature customers can't use yet, so production leaves it out.
Archive a conversation, or mark it unread
Each conversation has an Actions button with everything you can do to it. Archive one you’re done with, and it comes back the moment anyone texts in it.
Every conversation has an Actions button (⋯). In the list it shows when you point at a row, and on a phone or tablet it’s always there. The same button sits at the top of an open conversation.
- Mark as unread brings the dot back, so you remember to come back to it. Mark as read clears it.
- Archive takes the conversation out of the list. See below.
- Add to contacts gives the customer a name your whole team sees. Once they have one, this is Edit contact.
- Copy number copies their number.
With a mouse, right-click a row to open the same menu where you clicked. With a keyboard, move to a row with the arrow keys, then press → to reach its Actions button, or Shift + F10 to open the menu.
Archived conversations
Archiving a conversation tidies your list without losing anything. A message at the bottom of the window says it’s archived, with Undo for a few seconds.
Archived conversations wait under Archived, at the top of the list. Open one there to read it, or choose Move to inbox from its Actions to bring it back.
You never have to remember to look there: when the customer texts again, or anyone on your team texts them, the conversation comes back to the inbox on its own. A note doesn’t bring it back.
Updated