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SMS Inbox — conversations and replies

Access the SMS Inbox​

Click SMS Inbox in the sidebar. A red badge shows the number of conversations with unread messages.

Conversation List​

The list shows all active SMS conversations, sorted by last message date (most recent first).

For each conversation:

  • Customer name (or "Unassigned: +1234567890" if not linked)
  • Phone number
  • Last message preview (100 characters)
  • Timestamp of last message
  • Unread badge (if new messages received)
  • Flag indicator (if the conversation is flagged)

Tabs​

  • Active (default): Ongoing conversations
  • Archived: Archived conversations

Type a name or phone number to filter conversations.

Open a Conversation​

Click on a conversation to see the full thread. The interface shows:

Message Thread (chronological)​

  • Incoming messages (from customer) — left-aligned
  • Outgoing messages (sent by Paymely) — right-aligned
  • Each message shows the time and, for outgoing, the status (Sent, Delivered, Failed)

Reply to a Customer​

At the bottom of the conversation:

  1. Type your reply in the text area
  2. A character counter is shown (160 chars = 1 SMS, 320 = 2 SMS, etc.)
  3. Select the outgoing number (the company number that will send the SMS)
  4. Click Send

Automatic checks:

  • SMS quota check (tier + credits)
  • If quota exhausted → error message with link to Billing

If an incoming number is not recognized (unassigned conversation):

  1. Click Link customer in the conversation header
  2. Search for the customer by name, email, or phone
  3. Select them
  4. Confirm

Once linked, the customer's name appears in the conversation and the list.

Conversation Notes​

Notes are internal comments (not sent to the customer) that you or your team can add.

Add a note:

  1. In the Notes section of the conversation
  2. Type your note
  3. Click Add

Useful note content:

  • "Called Jan 15 — said they'll pay Friday"
  • "Internal file number: FILE-2025-0892"
  • "Difficult customer — firm tone required"
  • "Payment in transit according to customer"

Each note shows the username who created it and the timestamp.

Conversation Actions​

Via the menu (⋮) at the top of the conversation:

ActionDescription
Mark as readClears the unread badge
Mark as unreadRestores the badge (to come back later)
Flag / UnflagMarks the conversation as important
ArchiveMoves to the Archived tab (not deleted)
DeletePermanent deletion of the conversation

Notification Badge​

The red badge on the SMS Inbox icon in the sidebar updates every 60 seconds. It shows the number of unread non-archived conversations.

Best Practices​

  • Reply to incoming messages within 24 hours — quick responses increase payment rate
  • Use notes to document every off-platform interaction (calls, meetings)
  • Archive conversations for Paid customers to keep the inbox clean
  • Flag urgent conversations to find them easily