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Use Messaging to talk with your team one-to-one and in groups, follow your company’s channels and keep track of your conversations with customers.

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Where to find it

In the app, tap the Messaging tab.

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What’s on the screen

The plus icon at the top starts a new conversation. It appears only if your company lets reps start conversations. Tabs below the title filter your conversations:
  • All: all your conversations.
  • A tab named after your company: your Teams and Channels conversations. It appears when your company has direct, group or channel messaging on.
  • SMS and Email: your text and email conversations with customers.
  • Bots: appears if your company uses bots.
If your company has turned off the SMS and Email tabs, the tab named after your company is called Internal instead, and your text and email conversations share one External tab. There, the plus icon opens the New Team Conversation sheet directly. To answer an External conversation, type your message and tap Open in iMessage on iOS, Open in Messages on Android, or Open mail. Your phone’s app opens with the message filled in.
Under the tabs, tap Open or Archived to switch between active and archived conversations. The Bots tab doesn’t have this filter. The All tab groups your conversations:
  • Pinned conversations sit in a row at the top.
  • New Messages lists conversations with messages you haven’t read.
  • Teams (your direct and group conversations) and Channels appear when you have any.
  • SMS, Email and Bots match their tabs. Bots shows only under Open.
Each conversation shows a picture and a name, with a count of unread messages on the picture. A DRAFT label means you’ve started a message there and haven’t sent it. Tap Load more at the end of a section to see more, and pull down on the list to refresh it.

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Swipe and long-press actions

  • Swipe right on a conversation for Mark as Read or Mark Unread, and Pin or Unpin. Archived conversations and bots don’t have these.
  • Swipe left for Archive or Unarchive, and Delete. Delete opens a sheet where you tap Delete Chat. Broadcast-only channels and bots don’t have these.
  • Long-press a pinned conversation in the top row for Unpin, Mark as Read or Mark as Unread, Delete Chat, and Archive or Unarchive. Delete Chat here deletes the conversation immediately.

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Send a message

These steps are for conversations with your team. For customers, see SMS and email conversations.
1

Open the conversation

Tap a conversation in the list. Opening it marks it as read.
2

Type your message

Type in the Enter message box. To mention someone in the conversation, type @ and tap their name in the list that appears. A link you type shows a preview above the box; tap its close icon to dismiss it.
3

Add photos or videos

Tap the attachment icon to the left of the box, then pick one or more photos or videos from your photo library. They appear above the box. Tap one there to remove it.
4

Send it

Tap the send button to the right of the box.
What you type is saved as a draft, so it’s still there when you come back. If an attachment fails to upload, the app asks you to remove it or upload it again before you send. While you’re in a conversation:
  • Tap the name at the top to open the group’s details or, in a one-to-one conversation, the person’s details.
  • Tap an attachment in a message to preview or download it.
  • Small pictures next to a message show who has seen it: up to three, then a count of the rest. Tap them to open the Seen By list.
  • In a group or channel, a banner above the box says whether notifications are on, with a switch to change it. Tap its close icon to hide it for that conversation.

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Start a conversation

From the app, you can start one-to-one and group conversations with your team.
1

Open the New Message drawer

On the Messaging screen, tap the plus icon at the top. If you don’t have any conversations yet, you can tap New Conversation instead.
2

Tap the chat row

In the New Message drawer, tap the chat row, which includes your company’s name.
3

Choose people

Under Send to, search by name, phone number or email, then tap a person. Each person you choose appears in the box; tap a name there to remove it. You can choose more than one person.
4

Send separately, if you want

With two or more people chosen, tap the arrow at the right end of the box to hide the list. Check Send in separate conversation and type your message under Message Text. New Team Conversation stays unavailable until you do. Each person gets their own one-to-one conversation.
5

Create the conversation

Tap New Team Conversation. For one person, the conversation opens. For separate conversations, the first one opens.
6

Name your group

If you chose two or more people for one conversation, you can enter a name under Create group name (optional). Tap Create Group to open the group. Closing this sheet instead deletes the group you just created.
If a group name is already taken, the app tells you so; try another name.

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Reply to, edit, copy or delete a message

Long-press a message to open its menu:
  • Reply: the message appears above the box. Type your reply and send it, or tap the close icon on the quoted message to cancel.
  • Edit: for your own messages. The text moves into the box. Change it and tap the send button, or tap the red close button to cancel.
  • Delete: for your own messages. Choose Delete for everyone or Delete for me.
  • Copy text: copies the message’s text.
In an archived conversation, the menu has only Copy text, plus Delete for your own messages. Messages in SMS and email conversations and deleted messages have no menu. In broadcast-only channels the menu has no actions. The long-press also shows a row of emojis; tap one to react to the message.

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Manage a group or channel

Open the group or channel and tap its name at the top. The details screen has these rows:
  • Change Group name and Change photo. Type the new name and tap Save; a new name applies for everyone. In a channel the first row reads Change channel name, and these rows are grayed out.
  • Notifications: turn the switch off to mute the conversation, or on to unmute it.
  • Add members, in groups only. It opens Add Recipients: search, tap the people to add, then tap Add Users.
  • Group Members (Channel Members in a channel), with the member count. Tap it to show the list and a search box. Tap a member to see their details, or tap the three-dot icon next to them for Remove from Group (groups only; the person is removed right away) or Chat, which opens a one-to-one conversation.
  • Leave Group, or Leave channel in a channel. You leave immediately and go back to Messaging. In some channels this row is grayed out.

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SMS and email conversations

You read SMS and email conversations in the app and answer them from your phone. To answer, tap Respond in Messages in an SMS conversation or Respond in Mail in an email conversation. Your phone’s messaging or mail app opens, addressed to the customer, and you write and send your reply there. If the customer’s phone number or email address is missing or isn’t valid, the app shows an error message instead.

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Bots

If your company uses bots, the Bots tab lists them. Tap a bot, then type and send a message to start a conversation. While the bot replies, the box shows Bot is typing… and you can’t type.

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Tips

  • On every tab except All and Bots, conversations with unread messages are listed first.
  • An archived conversation is read-only. To reply, tap Archived, swipe left on the conversation and tap Unarchive.

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Frequently asked questions

Swipe right on the conversation and tap Pin. Pinned conversations appear in the row at the top of the All tab. To unpin one, long-press it in that row and tap Unpin. If pinning fails, the app shows an error message.
You can’t send a message from the app when:
  • It’s an SMS or email conversation. You answer from your phone; see SMS and email conversations.
  • It’s archived. Unarchive it first. See Tips.
  • It’s closed. The conversation shows You can only read and can’t reply to these messages.
  • It’s a broadcast-only channel. There’s no message box.
  • It shows Only admins can send messages.
Your company hasn’t turned on starting conversations for reps. You can still read and reply in the conversations you’re part of.