Section to Add: SMS Inbox Management

Insert this section after the existing "Thread Management" section in the SMS FAQ article.

SMS Inbox Management

How do I assign a conversation to a team member?

Open any conversation and click the assignment dropdown at the top of the detail panel. Search for a team member by name and select them. The conversation appears in that rep's "Assigned to Me" view. Learn more.

What is the difference between Open and Closed conversations?

Open means the conversation is active and may need attention. Closed means it is resolved. When you close a conversation, it moves out of your active inbox. If the customer sends a new message, the conversation reopens automatically. No messages are deleted.

How do I find conversations that need attention?

Use the Unread filter at the top of the inbox. This shows every conversation with unopened messages. Combine it with Assigned to Me to see only your unread conversations. Open each one, reply or take action, and close when resolved.

What is the "Assigned to Me" view?

Assigned to Me is a sidebar view that shows only conversations assigned to you. Think of it as your personal SMS queue. Conversations assigned by a manager or teammate appear here. Use the Unassigned view to see conversations with no owner.

What is the difference between Close and Archive?

Close is non-destructive. Closed conversations reopen automatically when the customer sends a new message. Use Close for resolved conversations.

Archive is permanent. Archived conversations do not reopen when the customer texts back. Use Archive for compliance records, old OTP threads, or contacts you do not want to message.

For most conversations, Close is the better choice. See Close vs. Archive: Which to Use.

Crop: Full inbox view. Caption: The SMS Inbox workspace with sidebar navigation, filter chips, and conversation detail.

How do I search for a conversation?

The search bar at the top of the inbox is always visible. Type a phone number or message content to search within the selected number's inbox. To search a different number, switch using the dropdown at the top-left. Learn more.

Updates to Existing Thread Management Section

Apply these edits to the existing "Thread Management" Q&As in the same article.

Existing Q&A: "How do I archive a conversation?"

Add this note at the top of the answer:

Before archiving, consider using Close instead. Close hides the conversation from your active inbox and automatically reopens it if the customer texts back. Archive is best for conversations you want to permanently remove from your workflow. See Close vs. Archive: Which to Use.

Existing Q&A: "How do I delete messages?"

Add this note at the top of the answer:

Want to remove a conversation from your active view without deleting it? Use Close instead. Close is non-destructive and keeps all your messages intact. See Managing SMS Conversations.