Work with SMS threads

SMS threads organize your text message conversations with clients by contact, making it easy to track communication history. Filter threads by status, assign them to team members for clear ownership, print conversations for your records, and respond in real-time to keep clients informed

View SMS threads

To be sure you don’t miss SMS from clients, keep an eye on new messages in your threads:

• To view all SMS threads with all assigned clients, go to Communications > SMS.
• To view SMS with a specific client, go to Clients > Accounts > Communication > SMS

You will always know if there are any new SMS messages:

• The green circle with a counter next to the Clients > Accounts > Communication and Communications sections shows the number of your unread threads: both Chats and SMS.
• The green circle with a counter next to the Clients > Accounts > Communication > SMS and Communications > SMS sections shows the number of your unread SMS threads.
• The green dot next to a thread indicates that it contains unread messages.

All SMS are arranged chronologically based on the most recent response. Each contact has its own SMS thread.

On the SMS page you will find:

a. Thread list: Each contact has its own SMS thread.

b. Recipient, Date and Status: SMS threads with unread messages are marked with a green dot; threads with successfully sent last SMS are marked with a green check mark; threads with not dent SMS are marked with red icon. More on SMS statuses

c. Message content and response time: Displays the content of SMS and the date/time sent.

d. Filter: You can filter your SMS threads by time interval and read status.

e. Linked jobs tab: You can find all jobs linked to this thread or link it to job or jobs.

f. Message field: Here you can type your reply and send it to the contact.

Assign SMS threads

SMS threads could be assigned to specific team members one by one or in bulk to manage client conversations more effectively. The assignee’s avatar displays in both the thread header and list for easy identification.

You can easily handle your assignments from the Communications section, by using Threads assigned to me section.

Learn how to assign and unassign a thread, filter the thread list by assignee, or assign multiple threads at once using bulk actions in the dedicated article .

Filter SMS threads

To filter an SMS thread list:

1. Click Filter at the top-right.

2. Set up filters:

a) Account: See SMS threads with selected clients only (available only on global Communications page).

b) Assignment status: see email threads that have/don’t have team member assigned. When Assigned is selected, choose one or more team members to see only threads assigned to them.

c) Time interval: See SMS threads from a specific time period (e.g., the last year or the last month).

d) Read status: See All or Unread threads only.

3. Click Apply.

Once you’ve applied the selected filter, the list is narrowed accordingly. The selected filter is shown at the top of the Filter page. You can easily change the filter by editing or deleting it; otherwise, click Reset to clear it to start fresh (here’s more on applying filters ).

Link SMS threads to jobs

To link a new job, use one of the following ways:

• Go to the Linked jobs tab of a thread and click the briefcase icon, select one or more jobs by clicking checkboxes on the left, and then click Save. Use the search field to find a certain job or click the up-down arrows to sort jobs by their name or pipelines.

  

• Go to the job card, click Link at the Linked section, then select SMS threads. You can select one or more SMS threads with the job account and click Save.

Print SMS threads

To print an SMS thread, click the printer icon located in the upper far right corner of the SMS thread.