Star, save or check the delivery of a text message

Open one text conversation, then star a message for the team, save it for yourself, copy it, file its photos, react to it, or see when it was sent, delivered and read.

In the sidebar, open Communications, then Text, and press a conversation in the list. The page address is /communications/text/ followed by the conversation. Links from notifications and other pages open the same address.

Steps

1. Point at a message and press its three-dot button (Message actions). On a phone, press and hold the message instead.
2. Choose what you need:
   • Star for team marks the message as important for everyone. It then shows under Starred messages in the conversation's details. Unstar for team takes the star off.
   • Save for me bookmarks it for you alone. Unsave for me removes your bookmark.
   • Copy text copies the words of the message.
   • Add attachment to... (or Add all attachments to...) files the message's photos or documents on a customer, work order, project or task.
   • Add reaction puts an emoji on the message.
   • View details opens Message details.
3. In Message details, read Status, Direction, Message time and Sent via. For a message you sent, Status timeline lists when it was Scheduled, Sent, Delivered and Read.
4. Press the close button, or press Escape, to go back to the conversation.

What you see

• Under each message you sent, a short status and two dots show how far it got. Tap the message to see the time it went out.
• Read by in the details lists the teammates who opened the message and when.
• Team star and Saved for me in the details say whether the message is starred for the team or saved by you.
• A message that did not go through shows Failure reason with the reason the carrier gave.
• When a customer texts back into a conversation you had archived, a note at the top says it came back to your inbox and when. Reply or archive it again and the note goes away, or press its close button (Dismiss reopened notice).

If something looks different

• The page reads This conversation could not be opened. It may be unavailable or you may not have access.: the link is old, the conversation was deleted, or it is on a line your role cannot see. Open Text and search for the customer instead.
• Status timeline shows Update pending: the carrier has not reported back yet. Check again in a minute.
• Add attachment to... is missing: the message has no saved files, or your role cannot file documents on records.
• Add reaction is missing: reactions need RCS, and this message and line are sending as plain text messages.

To star, file, pause or block the whole conversation, see Star, file, pause or block a text conversation. To write a new message, see Send a text message.

Open Text