Reading a conversation
Conversations shows every thread, the order it drove, and who said what.
Finding a thread
- Search a number, a name, or what happened (“asked about shipping”).
- Filter by flow: abandoned cart, post-purchase, review request, subscription recovery, or Texted in (customers who wrote first).
- Tabs: All, Converted, Needs you and Opted out.
Statuses
| Status | Meaning |
|---|---|
| Preparing | The first text is being written or is waiting for its send time. |
| Awaiting reply | Sent; the customer hasn’t answered yet. |
| Replied | The customer wrote back. |
| Offer sent / Review asked | A code or a review link went out. |
| Converted / Saved | They ordered with the code, or kept their subscription. |
| Declined | They said no; the assistant closed politely. |
| Needs you | The assistant asked for a person. |
| Team handling | Someone on your team took over. |
| Opted out | They asked to stop. Nobody can text them again. |
Who said what
Grey bubbles are the customer. Blue bubbles are labelled AI assistant with its name. Dark bubbles are labelled Team member with the person’s name. Lines in the middle record events, such as “Dana took over · AI paused” or “Order placed”.
Under your messages you’ll see Sending…, Sent, Delivered or Not delivered. “Not confirmed · won’t be resent” means we couldn’t confirm delivery, and we never send a text twice just in case.
The side panel
- Attributed order: product sales, tax and shipping, and the code used. The fee is on product sales only.
- Discount code: its step on your ladder, and whether it’s Active, Used or Expired.
- Flow steps: where the conversation is.
- Delivery: iMessage or SMS, and when it was sent and delivered.
- Consent: where this customer’s consent came from. It’s checked before every send.
Exporting
Use the … menu on a thread for Export transcript, or Export CSV at the bottom of the list for many threads at once.