Inbox

Find the right conversation, check the receiving account and reply without losing the customer’s context.

In the CRM: Conversations → Inbox

Find the conversation you need

The conversation list is on the left and the selected conversation opens beside it. Search helps narrow the list. The channel selector offers Live Chat, All channels, SMS, Team chat, Facebook, Instagram and TikTok.

Use the account selector to narrow social conversations to a connected business account or Live Chat to a particular website. SMS and Team chat do not use that account selector.

Inbox search box, plus control, All channels and All accounts selectors — Search and filters sit together above the conversation list. Select the image to enlarge it.

Reply in the correct channel

The header identifies the source of a social or website conversation. A social reply goes through that connected social account; an SMS reply uses its selected business sending number.

If a social send is unconfirmed, use the offered status or verification controls before trying again. A provider may still be checking delivery. If the connection has changed, reconnect the intended account in Social settings and reopen the conversation.

Choose the channel, then the business account or website if needed.
Search for the person or conversation and open the matching row.
Check the conversation header and receiving account before composing. Read enough of the history to understand what the person needs.
Write in Type message. Use the emoji picker, an available template or the attachment control when appropriate for that channel.
Send once and check the resulting status. Continue in the same conversation so the customer can follow the exchange.

Start an SMS conversation

Telnyx is the carrier for the connected business number. Use a number assigned and ready for texting on your account. The customer receives a text on their phone and does not need the Mango9 app.

Start a New Chat dialog with SMS selected, recipient, contact picker and From number — An unsent example. Both phone numbers are replaced with fictional numbers. Select the image to enlarge it.

Select the plus icon beside Search and choose SMS chat.
Enter the recipient’s phone number, including country code, or choose the person from Add from contacts.
Choose From number. This is your business sending number, not the customer’s number.
Select OK to open the conversation. If that number already has a conversation, use Open it to continue there.
Write and send the message. Reuse the same business number when following up with that customer.

Use templates and customer tools

The menu and composer change with the channel and conversation. Use the controls offered on the conversation you are working in. Website attachments, for example, appear only when the owner enables them for that website.

Use templates and customer tools
Control	Why you use it
Templates	Insert a saved starting point, then check the customer-specific details before sending.
Manage templates / Edit templates	Maintain reusable replies, such as a consultation follow-up or a request for project details.
Add to contacts / Edit contact	Give a phone conversation a useful customer name and contact information.
Sender	Review or choose the business number for an SMS conversation.
Download chat	Download the SMS conversation as text when you need a reference copy.
Delete chat / Archive chat	Manage the conversation in your list. Read the confirmation before proceeding.

Make follow-up personal and consistent

For a quote request, start with a template asking for the service and preferred appointment time, then tailor it to what the customer already said. For a lead-sales operation, use the customer conversation to collect the enquiry and internal team chat to coordinate with the buyer.

An AI agent configured for your number can support SMS conversations and appointment work. Its instructions and number assignment belong in AI Agents; a template is reusable wording that your team can choose and review.