The Conversations screen
Chat, SMS and email with one person side by side, their contact details beside the thread, how the three channels differ, and how to attach images to a text.
Conversations is the messaging hub. Open a contact and you get their in-app chat, their text thread and their email history as three tabs on the one person.
Finding a conversation
The list on the left opens on Mine: the conversations that are yours. That means chats you are in, text threads assigned to you, and people you have emailed. Switch to Unassigned for text threads nobody has picked up yet (replying to one assigns it to you), or Team for everyone's. Your choice is remembered.
Below that are a search box (Search messages…) and three filter pills: All, Unread and Clients. Archived sits at the bottom of the list.
On desktop the list and the thread sit side by side. On mobile the thread takes the whole screen with a back arrow.
Contact details
Click Contact details at the top of a thread to see who you are talking to without leaving the conversation. On a wide screen it opens as a column beside the thread and stays open until you close it. On a smaller screen it slides in from the right.
It shows:
- their name, phone and email, and whether they are a client, a lead or a contact;
- Text messages: who alerts go to for their text thread, with Reassign;
- their tags;
- their lead enquiries, with the stage and where each one came from (click one to open the lead);
- their next and recent appointments (click one to open it);
- the workspaces they are in.
Buttons at the top let you Call them, book a New appointment with them, or Open contact to see their full contact page.
The panel only shows what you are allowed to see. If a person is not in your contacts yet, or belongs to a branch you cannot see, it says so and shows nothing else about them.
Starting a new one
Click the + button. You get up to three options:
- New chat
- New SMS (only when your company has an active SMS number)
- New email
Then pick a recipient: a client, a lead, or a raw number or email address.
The three channels
Chat
In-app messaging between Marketli accounts. It carries the full toolbar: voice and video call, archive, notification preferences, export to PDF, members and threads.
If the person has not joined Marketli you will see Chat isn't available and a nudge to use SMS or email instead.
SMS
Sends from your company's Twilio number. See Company phone and SMS to set that up.
The composer has a message box, an image attach button, the saved-template picker, a live character and segment counter, and a Send button. Press Cmd/Ctrl + Enter to send.
Message bubbles show delivery state. Missed calls and voicemails appear inline in the thread as centred rows labelled Missed call and Voicemail, and a voicemail has a Play message button that streams the recording from your own Twilio account.
If your company has more than one number, a From pill appears. The default is chosen in this order: the line the contact last texted in on, then your own assigned line, then the main line. You can override it per thread.
Shows what you have sent, with a Compose button. It sends via your connected inbox.
Email replies do not come back into Marketli. They arrive in your normal mailbox, which is the point: the client sees a message from your real address and replies to it like any other email.
Attaching images to a text
You can add images to an SMS three ways: the Attach an image button, pasting an image into the composer, or dragging one onto the thread.
The rules:
- JPG, PNG and GIF only.
- Up to 10 images in one message.
- 5 MB total across all the attachments, not 5 MB each.
Who gets alerted when someone texts or calls
Everyone on your team can see and reply to every text thread, but not everyone needs their phone to buzz. When a text or missed call comes in, Marketli alerts people in this order and stops at the first match:
- The thread's assignee. Every text thread shows Alerts go to … at the top. The first teammate to reply is assigned automatically; anyone can Reassign it to a colleague, or Unassign it.
- The line's owner. If the number they texted is assigned to a teammate (under Company → Communications → Phone), it goes to them.
- The people who own the relationship: the broker who invited the client, whoever added them as a contact or lead, and whoever last messaged them.
- Everyone: for a number nobody knows yet, so a new enquiry always reaches someone. Each person can switch this last step off under Profile → Text & call alerts (Alert me about people nobody owns) and only be alerted for their own contacts and assigned threads.
A STOP (opt-out) reply always alerts the whole team, whoever owns the thread.
The same thread, elsewhere
The SMS thread also opens as a side sheet from a client's profile and from the Leads tab, so you do not have to navigate to Conversations to send a quick text.
Still stuck? Email help@marketli.app.