Replying to Conversations
Read the full history of any conversation and send a personal reply in seconds — all from within your inbox.
Overview
Every conversation in Volume Reach includes a complete message history so you always know what has been said before you write your reply. Sending a reply is straightforward: select the conversation, type your message, and send. Your reply goes out as an SMS to the contact's phone number.
Replying is available on all Volume Reach plans.
How It Works
Selecting a conversation
From the Conversations inbox, click any conversation in the left pane to open it. The right pane loads the full thread — every SMS message sent and received with that contact, in chronological order.
If the contact has also been part of a call, the call result will appear in the thread as well, giving you the full picture of your history with them.
Reading the message history
The thread view shows messages in order from oldest at the top to newest at the bottom. Messages you sent appear on one side; messages from the contact appear on the other. AI-generated replies are visually labeled so you can distinguish them from messages sent by a team member.
Scroll up to see older messages. The thread loads the complete history — there is no pagination.
Composing a reply
At the bottom of the right pane, you will find the reply box. Click into it and type your message. There is no special format required — just write what you want to say, as you would in any text conversation.
When your message is ready, click Send. Your message is delivered immediately to the contact's phone as an SMS.
Who can reply
Any team member with access to Conversations can read threads and send replies. Replies always show as coming from your registered sending number, not from an individual team member's personal phone.
Tips & Best Practices
- Read the full history before replying. The context of previous messages — including what an AI agent may have already said — prevents you from repeating information or contradicting something the contact was already told.
- Keep replies personal. When a human replies after an AI exchange, contacts appreciate a warmer, more personalized tone. Acknowledge what they said and respond directly to their question or concern.
- Reply promptly to Needs Attention conversations. Contacts escalated by your AI agent are waiting on a human. A fast, helpful response here carries outsized value.
- Avoid sending multiple messages in quick succession. If you have a lot to say, put it all in one message rather than sending several short ones. Multiple messages back to back can feel spammy.
- Check opt-out status before replying manually. If a contact is in the Opted-out tab, you cannot send them a message and the reply box will be disabled. Respect opt-outs — they are legally binding in most jurisdictions.