Messages (Communications Hub) provides a unified inbox for all customer conversations.
Screen layout
| Section | Purpose |
|---|
| Thread list | All conversations sorted by recent |
| Thread view | Selected conversation with full history |
| Customer panel | Customer details and order info |
Thread list
| Column | Description |
|---|
| Customer | Name and phone number |
| Preview | Last message snippet |
| Time | When last message received |
| Status | Read, Unread, Flagged |
Filters
| Filter | Options |
|---|
| Status | All, Unread, Flagged |
| Search | Customer name or phone |
Thread view
Shows the full conversation:
| Element | Description |
|---|
| Messages | Chronological message history |
| Timestamps | When each message was sent |
| Sender | Customer or your team |
| Reply box | Type and send responses |
Actions
| Action | How |
|---|
| Reply | Type in reply box, press Enter or Send |
| Flag | Mark for follow-up |
| Mark read/unread | Toggle message status |
Customer panel
When viewing a conversation:
| Info | Description |
|---|
| Profile | Name, phone, email |
| Recent orders | Latest purchases |
| Quick actions | View full profile, create order |
Templates
Use saved templates for common responses:
- Click template icon
- Select a template
- Customize if needed
- Send
Tips
- Check Messages regularly for customer inquiries
- Use templates for faster responses
- Flag important conversations for follow-up
- Link conversations to orders when relevant
Troubleshooting
| Issue | Solution |
|---|
| No messages appearing | Verify SMS provisioning is complete |
| Can't send replies | Check SMS number is active |
| Customer not found | Search by phone number |
What's next