Messaging

Conversations

Every contact's texts, WhatsApp messages and emails in one thread, with one to one replies from the same screen.

Read as Markdown

Conversations is the Messaging hub's inbox, laid out like GoHighLevel's. The list of contacts sits on the left and the open thread on the right. On a phone the list is the page, and opening a contact shows the thread with a way back.

The list

• All, Unread, Mine, Unassigned. Mine shows the contacts assigned to you. It needs your sign-in to be linked to a team member.
• Search by name, phone or email.
• Each row shows the last message, when it came, the channel and who the contact is assigned to. A dot marks unread messages.

The thread

• Messages are grouped by day, oldest at the top.
• Each message shows its channel (SMS, WhatsApp or Email), the time and, for messages you sent, whether it was delivered.
• A message a workflow sent carries the workflow's name, linked to its builder. A reply to a workflow message is threaded here with it.
• A message that failed shows why, in the provider's words or with its error code.
• A message that is held (the daily limit, paused sending, an empty wallet) shows Held, will retry with the reason. PYLO tries a held reply again for 24 hours; after that it is marked failed, says so, and the team is told.
• Email replies come back into the thread when PYLO's reply address is set up on the server. When it is not, the inbox says so once: replies then go to the client's own mailbox.
• An email from an address that is not the contact's own (a forward, say) is flagged. It starts no workflow and stops none.
• Assign the contact to a team member, or take the assignment off.
• Mark read clears the unread mark for everyone.

New messages arrive on their own: the page checks every 15 seconds while it is open.

Replying

• Switch between SMS, WhatsApp (once it is connected in Setup) and Email. A text shows how many parts it takes as you type. An email needs a subject.
• Answering an email. The subject starts as "Re:" and the contact's subject, and the reply is threaded under their email in their own mail client.
• Use a template fills the reply with a template from the library, with the contact's name, email and phone put in. A merge field PYLO cannot fill here is named, so you can fill it in before sending.
• WhatsApp. Within 24 hours of the contact's last WhatsApp message you can write anything. After that only a template Meta approved can go, and the composer offers those. A contact who wrote STOP on WhatsApp is on do not disturb there until they write START.
• Attachments. Files of 4 MB or more go straight to storage, then PYLO checks them, and the chip says which it is doing. An email carries up to 5 files, 10 MB each and 20 MB in all. A text carries one JPEG, PNG or GIF image up to 5 MB, and a picture text costs more than a plain one.
• Do not disturb. A contact who turned a channel off shows DND on the thread, and the composer is closed for that channel with the reason. They can text back to start again.
• A reply within 24 hours of the contact's last text needs no separate consent. Sending caps still count, and on PYLO's numbers the wallet pays for it.