Setup
SMS Inbox
Read text conversations between your agents and customers, and take over from the AI whenever you want to reply yourself.
SMS Inbox lists every text conversation your agents have had, with the full thread beside it. Open it from Setup → SMS Inbox.
note
Looking for a guide to receiving texts on your own Twilio number? See Inbound SMS setup.
Find a conversation
The header reads SMS Conversations. Narrow the list with:
- Search by name or number.
- All agents — pick one agent.
- All statuses — filter by conversation status:
| Status | Meaning |
|---|---|
| Active | The AI is still talking with the customer. |
| Escalated | The AI handed the conversation to a person. |
| Resolved by AI | The AI finished the conversation without help. |
| Closed | The conversation is over. |
Select a conversation to read it. With none selected the page says Select a conversation to view messages.
Take over from the AI
You can answer a customer yourself at any time:
- Open the conversation and type in the box at the bottom — Type your reply…. Press Enter to send.
- A banner shows that you have taken over. The AI stops replying in this conversation while you are in control.
- Choose Resume AI when you are done. The page confirms AI resumed successfully.
Messages you send yourself are marked Manual reply sent.
Related
- Messaging — texts sent automatically after a call.
- Sequence reports — how your automatic texts are performing.
- Texting registration — required for US business texting.