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Conversations Settings

Overview​

Use Conversations Settings to configure your business phone and SMS, connect channels like Facebook and Instagram, and enable AI-powered replies. These settings control how messages are routed, which numbers and email addresses are used, and what automations or AI policies apply.

Table of Contents​

  • Phone & SMS
  • Channel Connections
  • AI Replies
  • Compliance

Phone & SMS​

  • Choose your primary phone number for calling and texting.
  • Configure call forwarding and voicemail.
  • Enable Missed-Call Text Back to automatically text callers you could not answer.

Channel Connections​

Connect messaging channels so they appear in your unified inbox:

  • Facebook Messenger
  • Instagram Messaging
  • WhatsApp Business
  • Email inboxes

AI Replies​

  • Turn on AI to draft or auto-send replies to common questions.
  • Set guardrails and escalation rules so complex messages are handed to a person.

Compliance​

  • Configure A2P 10DLC registration when sending SMS in supported regions.
  • Include opt-out language in automated texts (e.g., “Reply STOP to opt out”).

Frequently asked questions (FAQs)​

What channels can I connect to my unified inbox?

You can connect Facebook Messenger, Instagram Messaging, WhatsApp Business, and use forwarding with email inboxes. This consolidates all your customer communications into one place.

How do I enable AI replies?

You can assign an AI Employee to automatically respond on certain channels. Learn more about AI Employees.

What is A2P 10DLC registration?

A2P 10DLC (Application-to-Person 10-Digit Long Code) registration is a requirement for businesses sending SMS messages in the US and Canada. It verifies your business identity and campaign intent to improve deliverability and prevent spam.

Can I forward calls to another number?

Yes. You can configure call forwarding settings to route incoming calls to your mobile phone, office line, or another preferred number so you never miss a lead.