---
key: manage-text-conversation-details
title: Link a text conversation to the right contact and set who owns it
audience: staff
section: communications/text
routes: ["/communications/text/:conversationPath/details"]
permissions: ["communications.message.read"]
features: ["communications.sms"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Open a text conversation's details to link the number to a contact and account, add people to a group text, pause alerts, choose how replies are sent, hand it to a teammate and leave internal notes.
keywords: [unknown number, link text to customer, primary contact, wrong account, group text members, conversation owner, assign text, internal note, pause alerts, rcs, sms]
related: [manage-a-text-conversation, star-save-or-check-a-text-message, send-a-text-message, give-a-customer-their-own-ringtone, block-a-spam-caller-or-texter]
---

In the sidebar, open **Communications**, then **Text**, and open a conversation. Press the person's name at the top (**View conversation details**), or choose **Details** from the conversation's three-dot menu. The page address is the conversation's address followed by `/details`. The panel title reads **Conversation details**.

## Steps

1. Check the top card: the name, **Phone**, and **Send with**, the line your replies go out on. **Star** stars the conversation for the team, and the button beside it (**Open account** or **Open contact**) opens the linked record.
2. Under **Account & contact**, look at **Primary contact**. If the card says **Unlinked number**, press **Link contact** on a person listed under **Contacts with this phone number**.
3. If nobody matches, press **Create account with AI** when available, **Create account**, or **Link account**. In **Create or link an account**, check the account, people and addresses, then check **Here’s what will be saved**. Confirm with **Create account** or **Save details**. See [[create-an-account-from-a-text]].
4. If several contacts share the number, **Needs review** shows. Under **Linked contacts**, press **Set primary** on the right person.
5. Under **Account**, press **Switch account** to see other accounts that match, then **Use account** on the right one.
6. Under **Ownership & alerts**, press **View controls**. Pick a teammate under **Assign owner**, or press **Assign to me**.
7. Under **Internal notes**, press **View notes**, then **Add note**. Type the note, choose anyone under **Mention teammates**, and press **Add note**. The customer never sees these notes.
8. Press the close button, or press Escape, to go back to the conversation.

## What you see

- **Starred messages** lists the messages starred for the team in this conversation. Press one to jump to it, or its star to take the star off.
- A group text shows **Participants**. Type a phone number and a name and press **Add** to bring someone in, or press the cross next to a person (**Remove participant**). A group holds up to ten people and must keep at least two.
- **Spam protection** appears when the number has been flagged, with what Nova decided and why.
- **Alerts & sounds** pauses alerts for this conversation: **Pause 1 hour**, **Pause 8 hours**, **Until tomorrow**, **Turn off until resumed**, or a date under **Pause until** and **Apply**. **Resume alerts** turns them back on. **Customize alert sounds** gives this customer their own sound; see [[give-a-customer-their-own-ringtone]].
- **Delivery** shows the line's default and how this conversation actually sends. Choose **Auto**, **RCS only** or **SMS/MMS only** to change it for this conversation only, or **Follow line setting** to go back to the line's default. Group texts always send as SMS/MMS.
- Under **Ownership & alerts**, **Owner** shows who is responsible now. **Follow** keeps you getting updates after it moves to someone else; **Remove me** stops them. **Handoff defaults** decides whether the new owner is told straight away and whether the previous owner keeps following.

## If something looks different

- **Create account** and **Link account** are missing and **Create contact** shows instead: your role cannot create accounts. **Create contact** opens a new contact with this number filled in, then brings you back.
- **Participants** has no **Add** button: your role cannot manage conversations. When the group already has ten people, **Add** is greyed out.
- **Assign owner** is missing: your role cannot manage conversations. You can still follow and pause alerts for yourself.
- **Delivery** offers **Request RCS**: RCS is not set up on this line. Pressing it asks an admin to set it up. Admins see **Open line settings** instead.

To star, file, archive or block the conversation, see [[manage-a-text-conversation]].

[[route:/communications/text|Open Text]]