Conversations Settings
Overview
Use Conversations Settings to configure your business phone and SMS, connect channels like Facebook and Instagram, and enable AI-powered replies. Open it from Business App → Administration → Conversations Settings. The page shows a card per channel with status and a Configure button.
What you can do here:
- Enable or manage each messaging channel (phone, web chat, social, email).
- Set up sender details, numbers, and connections so you can send and receive messages.
- Create and manage messaging templates for quick, consistent replies.
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:
| Channel | What you configure |
|---|---|
| Phone & SMS (Pro/Premium) | Assign a number; enable AI handling and missed-call text back. |
| Web Chat (Pro) | Install and configure the website widget; set availability and AI options. |
| Facebook Messenger | Connect a verified Facebook Page so messages appear in the inbox. |
| Instagram Messages | Connect via Facebook to enable DMs in the inbox. |
| WhatsApp Business | Connect via Facebook to enable WhatsApp in the inbox. |
| Set sender name and address; connect the inbox. | |
| Messaging templates | Create reusable replies for common questions. |
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.
Related
- Email Configuration
- SMS Configuration
- Conversations overview
- Web Chat
- Facebook Messenger
- Instagram Messages
- WhatsApp for Inbox
Frequently asked questions
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 US businesses sending SMS messages. It verifies your business identity and ensures your website meets carrier compliance requirements. See SMS Registration for US Businesses for the complete registration guide.
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.