[{"data":1,"prerenderedAt":225},["ShallowReactive",2],{"shell":3,"article:workflow-lead-messages":33,"path:c-calling-and-texting":159},{"mode":4,"siteUrl":5,"commit":6,"generatedAt":7,"counts":8,"searchIndex":13,"menu":14,"popularSearches":15,"topics":21},"publication","https:\u002F\u002Fhelp.getleadscore.ai","e0fd82cf1a","2026-11-05T20:23:28.761Z",{"guides":9,"paths":10,"drafts":11,"shots":12},131,8,0,153,"\u002F_search\u002Findex.a27024c5c2a1.json","\u002F_nav\u002Fmenu.42deedb43cb8.json",[16,17,18,19,20],"import contacts","follow up","text templates","call rotation","where are my meetings",[22,23,24,25,26,27,28,29,30,31,32],"getting-started","leads","import","follow-ups","email","calling","outreach","performance","account","settings","troubleshooting",{"id":34,"slug":34,"kind":35,"href":36,"icon":37,"title":38,"description":39,"level":40,"status":41,"verification":42,"reviewedAt":43,"videoStatus":44,"topic":45,"html":48,"toc":49,"shots":63,"related":71,"topicNext":105,"paths":106,"videos":112,"sidebar":113},"workflow-lead-messages","guide","\u002Fguides\u002Fworkflow-lead-messages","users","Review a lead’s message history","Messages gathers available message history for the selected lead and offers channel-specific reply workflows. Open the lead drawer and select Messages. You…","intermediate","published","browser-observed-read-only","2026-11-04","planned",{"slug":23,"title":46,"href":47},"Leads and records","\u002Ftopics\u002Fleads","\u003Cdiv class=\"intro\" data-section=\"intro\">\u003Cp>Messages gathers available message history for the selected lead and offers channel-specific reply workflows. Open the lead drawer and select \u003Cstrong>Messages\u003C\u002Fstrong>. You need access to the record; replying additionally requires a configured channel and authorization to contact the intended person.\u003C\u002Fp>\u003C\u002Fdiv>\n\u003Cfigure class=\"see shot\" data-shot-figure=\"lead-record-messages-desktop\">\u003Cp class=\"see-label\">What you’ll see\u003C\u002Fp>\u003Cbutton type=\"button\" class=\"shot-open\" data-shot=\"lead-record-messages-desktop\" data-view=\"plain\" aria-label=\"Enlarge screenshot: Lead record on the Messages tab with Refresh and Send buttons, a No messages yet notice and Start a conversation\">\u003Cimg src=\"\u002Fmedia\u002Fscreenshots\u002Flead-record-messages-desktop.jpg\" alt=\"Lead record on the Messages tab with Refresh and Send buttons, a No messages yet notice and Start a conversation\" width=\"1920\" height=\"873\" decoding=\"async\">\u003C\u002Fbutton>\u003Cfigcaption>The Messages tab on a lead, where SMS, WhatsApp and social conversations appear; select Start a conversation to begin.\u003C\u002Ffigcaption>\u003Cdiv class=\"shot-actions\">\u003Cbutton type=\"button\" class=\"shot-action\" data-shot=\"lead-record-messages-desktop\" data-view=\"plain\">Enlarge\u003C\u002Fbutton>\u003C\u002Fdiv>\u003C\u002Ffigure>\n\u003Csection class=\"section\" data-section=\"read-the-conversation\">\u003Ch2 id=\"read-the-conversation\">Read the conversation\u003C\u002Fh2>\u003Col class=\"steps\">\n\u003Cli>Confirm the lead identity and wait for message loading to finish.\u003C\u002Fli>\n\u003Cli>Use \u003Cstrong>Refresh\u003C\u002Fstrong> to request the latest available history.\u003C\u002Fli>\n\u003Cli>Narrow the view with channel and sentiment filters. Sentiment choices include All, Positive, Negative, and Neutral.\u003C\u002Fli>\n\u003Cli>Expand the relevant day and read the message content, direction, and status in context.\u003C\u002Fli>\n\u003C\u002Fol>\u003Cp>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.\u003C\u002Fp>\u003C\u002Fsection>\n\u003Csection class=\"section\" data-section=\"understand-reply-controls\">\u003Ch2 id=\"understand-reply-controls\">Understand reply controls\u003C\u002Fh2>\u003Cp>Where supported history exists, \u003Cstrong>Reply in\u003C\u002Fstrong> a channel opens its conversation view. \u003Cstrong>All messages\u003C\u002Fstrong> returns from that channel view to the broader history.\u003C\u002Fp>\u003Cp>The top \u003Cstrong>Send\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003C\u002Fsection>\n\u003Csection class=\"section\" data-section=\"verify-and-recover\">\u003Ch2 id=\"verify-and-recover\">Verify and recover\u003C\u002Fh2>\u003Cp>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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Cp>Related: \u003Ca href=\"\u002Fguides\u002Fcommunication\">Communication\u003C\u002Fa>, \u003Ca href=\"\u002Fguides\u002Fworkflow-lead-emails\">Emails\u003C\u002Fa>, \u003Ca href=\"\u002Fguides\u002Fworkflow-lead-contacts\">Contacts\u003C\u002Fa>.\u003C\u002Fp>\u003C\u002Fsection>\n\u003Csection class=\"section\" data-section=\"screenshots\">\u003Ch2 id=\"screenshots\">Screenshots\u003C\u002Fh2>\u003Cp>The screenshot for this guide is shown above, under “What you’ll see”.\u003C\u002Fp>\u003C\u002Fsection>",[50,54,57,60],{"id":51,"text":52,"depth":53},"read-the-conversation","Read the conversation",2,{"id":55,"text":56,"depth":53},"understand-reply-controls","Understand reply controls",{"id":58,"text":59,"depth":53},"verify-and-recover","Verify and recover",{"id":61,"text":62,"depth":53},"screenshots","Screenshots",{"lead-record-messages-desktop":64},{"id":65,"src":66,"alt":67,"caption":68,"width":69,"height":70},"lead-record-messages-desktop","\u002Fmedia\u002Fscreenshots\u002Flead-record-messages-desktop.jpg","Lead record on the Messages tab with Refresh and Send buttons, a No messages yet notice and Start a conversation","The Messages tab on a lead, where SMS, WhatsApp and social conversations appear; select Start a conversation to begin.",1920,873,[72,79,84,89,95,100],{"slug":73,"title":74,"href":75,"icon":76,"description":77,"level":40,"productLocation":78},"communication","Review communication and prepare outreach","\u002Fguides\u002Fcommunication","mail","Communication groups the records your team works with and the conversations that result. Start with review, then choose a specific authorized action. Sending…","Communication",{"slug":80,"title":81,"href":82,"icon":76,"description":83,"level":40},"workflow-lead-emails","Review email status for a lead","\u002Fguides\u002Fworkflow-lead-emails","Emails shows recorded email activity for the lead, including scheduled items, verification entries, and message history. Open the intended record in the shared…",{"slug":85,"title":86,"href":87,"icon":37,"description":88,"level":40},"workflow-lead-contacts","Review contacts and linked leads","\u002Fguides\u002Fworkflow-lead-contacts","Contacts lists people attached to the current lead and relationships to other lead records. Open the intended lead in the shared drawer and choose Contacts…",{"slug":90,"title":91,"href":92,"icon":93,"description":94,"level":40},"workflow-lead-calls","Review call history and recordings","\u002Fguides\u002Fworkflow-lead-calls","phone-call","Calls shows recorded call activity for the selected lead. Open the shared drawer and choose Calls. You need access to the record; playing a recording…",{"slug":96,"title":97,"href":98,"icon":37,"description":99,"level":40},"workflow-lead-scoring","Understand a lead’s score history","\u002Fguides\u002Fworkflow-lead-scoring","Scoring explains the current score and the recorded changes behind it. Open the intended lead in the shared drawer and select Scoring where available. You need…",{"slug":101,"title":102,"href":103,"icon":37,"description":104,"level":40},"workflow-lead-activity","Read the lead activity timeline","\u002Fguides\u002Fworkflow-lead-activity","Activity brings several recorded streams into one timeline for the current lead. Open the shared drawer and select Activity. You need access to the record, and…",{"slug":80,"title":81,"href":82},[107],{"slug":108,"title":109,"href":110,"letter":111},"c-calling-and-texting","C — Understand calling and texting readiness","\u002Flearn\u002Fc-calling-and-texting","C",[],{"title":46,"href":47,"groups":114},[115],{"title":116,"items":117},null,[118,121,125,129,133,137,141,142,146,147,148,149,150,151,155],{"label":119,"href":120,"slug":23},"Find and review leads","\u002Fguides\u002Fleads",{"label":122,"href":123,"slug":124},"Work with a lead record","\u002Fguides\u002Flead-record","lead-record",{"label":126,"href":127,"slug":128},"Add a lead manually or with Smart Paste","\u002Fguides\u002Fworkflow-manual-lead","workflow-manual-lead",{"label":130,"href":131,"slug":132},"Read and add lead notes","\u002Fguides\u002Fworkflow-lead-notes","workflow-lead-notes",{"label":134,"href":135,"slug":136},"Review and update tasks for a lead","\u002Fguides\u002Fworkflow-lead-tasks","workflow-lead-tasks",{"label":138,"href":139,"slug":140},"Review or correct lead fields","\u002Fguides\u002Fworkflow-lead-edit","workflow-lead-edit",{"label":86,"href":87,"slug":85},{"label":143,"href":144,"slug":145},"Review documents attached to a lead","\u002Fguides\u002Fworkflow-lead-documents","workflow-lead-documents",{"label":38,"href":36,"slug":34},{"label":81,"href":82,"slug":80},{"label":91,"href":92,"slug":90},{"label":97,"href":98,"slug":96},{"label":102,"href":103,"slug":101},{"label":152,"href":153,"slug":154},"Review a mass update before changing leads","\u002Fguides\u002Fmass-update","mass-update",{"label":156,"href":157,"slug":158},"Preview an existing document","\u002Fguides\u002Fdocument-viewer","document-viewer",{"id":108,"slug":108,"title":109,"href":110,"letter":111,"icon":93,"cover":160,"goal":178,"summary":179,"level":180,"lessons":181,"next":214},{"id":161,"src":162,"alt":163,"caption":164,"width":69,"height":70,"annotated":165},"speed-dial-workspace-desktop","\u002Fmedia\u002Fscreenshots\u002Fspeed-dial-workspace-desktop.jpg","Speed Dial screen with the Companies list, the selected lead's Contact Info and Call button, and its website on the right.","Speed Dial, where you pick a lead from Companies, review its Contact Info, then select Call when you are ready.",{"src":166,"width":167,"height":70,"title":168,"callouts":169},"\u002Fmedia\u002Fannotated\u002Fspeed-dial-workspace-desktop-annotated.svg",2390,"Get started in Speed Dial",[170,173,175],{"number":171,"text":172},1,"Choose which leads to work through, such as Recommended, then select a lead.",{"number":53,"text":174},"Select View Details to open the lead's full record.",{"number":176,"text":177},3,"Call starts the selected action right away. Use the arrow to pick a different one.","Call or text people","Find call and message history, and check what calling and texting need first.","beginner",[182,183,184,185,189,193,197,201,206,210],{"slug":85,"title":86,"href":87,"icon":37},{"slug":90,"title":91,"href":92,"icon":93},{"slug":34,"title":38,"href":36,"icon":37},{"slug":186,"title":187,"href":188,"icon":93},"workflow-speed-dial","Review the Speed Dial queue before calling","\u002Fguides\u002Fworkflow-speed-dial",{"slug":190,"title":191,"href":192,"icon":93},"settings-dialer","Dialer settings","\u002Fguides\u002Fsettings-dialer",{"slug":194,"title":195,"href":196,"icon":93},"settings-call-scripts","Call Scripts for representatives","\u002Fguides\u002Fsettings-call-scripts",{"slug":198,"title":199,"href":200,"icon":93},"settings-my-numbers","My Numbers","\u002Fguides\u002Fsettings-my-numbers",{"slug":202,"title":203,"href":204,"icon":205},"settings-phone-registration","Caller ID and SMS Registration","\u002Fguides\u002Fsettings-phone-registration","message-square-text",{"slug":207,"title":208,"href":209,"icon":93},"settings-calling-countries","Calling Countries","\u002Fguides\u002Fsettings-calling-countries",{"slug":211,"title":212,"href":213,"icon":205},"settings-sms-templates","SMS Templates and automatic replies","\u002Fguides\u002Fsettings-sms-templates",[215,220],{"slug":216,"title":217,"href":218,"icon":219},"d-follow-ups","D — Learn the daily follow-up routine","\u002Flearn\u002Fd-follow-ups","calendar-check",{"slug":221,"title":222,"href":223,"icon":224},"h-performance","H — Read performance with the right scope","\u002Flearn\u002Fh-performance","chart-column",1793910214411]