Link a text conversation to the right contact and set who owns it

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.

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 conversation.
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 or phone line its 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 Star, file, pause or block a text conversation.

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