Docs

Messages (SMS)

Customer text conversations live under Messages. The list shows phones and resolved contact names; open a row to reply or let the agent respond.

Messages uses a darker conversation chrome; contact names appear when your users / contacts data matches the phone.

Open Messages

Click Messages in the top navigation (shown when SMS is enabled for your org / legacy channels).
Browse the left conversation list.
Click a conversation to open the thread and composer.

Resolved names — when a customer contact matches the phone (formatting-tolerant), the list shows a name such as Jane Rider with a formatted number.
Unknown contacts — formatted phone only (for example (555) 010-0100). Avoid relying on the old “new user” placeholder except when truly unknown.
Search — Search messages… finds conversations by content or phone; status may show Searching… and a conversation count.
Pagination — Load more / Loading… for older threads.

Control	Meaning
AI on / AI off	Whether the agent may auto-respond on that conversation
start AI response	Allow the agent to draft / send per policy
stop AI response	Pause AI so a human owns the thread

Escalated threads may show a warning indicator so a teammate can take over.

Composer placeholder style: Response to {phone}.
Media and attachments render inline when present.
Use Tasks / Notes / Tools slide-outs from the conversation chrome when available (same pattern as email).

Turn AI off (or stop AI response) while you are actively chatting as a human.
Keep contact phones in a consistent format in your customer store so names resolve.
After changing agent policy or KB, spot-check a few SMS scenarios in Sandbox first.