Messages gathers available message history for the selected lead and offers channel-specific reply workflows. Open the lead drawer and select Messages. You need access to the record; replying additionally requires a configured channel and authorization to contact the intended person.
What you’ll see
Read the conversation
- Confirm the lead identity and wait for message loading to finish.
- Use Refresh to request the latest available history.
- Narrow the view with channel and sentiment filters. Sentiment choices include All, Positive, Negative, and Neutral.
- Expand the relevant day and read the message content, direction, and status in context.
A sentiment label is an interpretation, not the customer's confirmed intent. A filter with no matches is different from no recorded messages. Reset the filters before deciding that a conversation is missing.
Understand reply controls
Where supported history exists, Reply in a channel opens its conversation view. All messages returns from that channel view to the broader history.
The top Send button opens a dedicated composer: WhatsApp for the WhatsApp channel, and SMS otherwise. It is not a universal “reply on whichever external platform produced this row” action. Confirm the actual composer and recipient before proceeding.
Opening a composer and sending are separate steps, but typing, attachment uploads, and channel-specific actions can have additional effects. Do not send a test message to validate the history view, and do not interpret a recorded status as proof of device delivery without the relevant evidence.
Verify and recover
For read-only review, success is locating the intended conversation and understanding its current status. After a separately authorized reply, refresh and inspect the resulting history, then check delivery evidence as appropriate.
If history is unavailable, preserve the visible error and use the available refresh workflow. Avoid replaying an uncertain message simply because the conversation has not updated yet.
Related: Communication, Emails, Contacts.
Screenshots
The screenshot for this guide is shown above, under “What you’ll see”.