Reading and Managing Conversations
Opening a Conversation
Click any conversation in your list to open the full message thread in the center panel. You'll see three main areas:
Left panel: Your conversation list with checkboxes for bulk actions
Center panel: The complete message thread showing the full conversation history
Right panel: Detailed subscriber information (the Details sidebar)
Understanding the Conversation View
At the top of the conversation:
The subscriber's name and phone number
Action icons for flagging, archiving, and assignment
An "Unassigned" dropdown where you can assign the conversation to a team member
In the message thread: Each message displays:
A blue badge indicating message type (e.g., "BROADCAST - Title")
The message content
Stop keywords if the subscriber texted STOP/End
Date and time stamp
Who sent the message (e.g., "SENT BY KATIE MALINSKY" for outbound, or the subscriber's name for inbound)
Message type indicators:
BROADCAST messages show which campaign the message was part of
SYSTEM RESPONSE messages are automated replies from your account
Inbound messages from subscribers appear without these badges
The Details Sidebar
The right panel shows comprehensive subscriber information:
Basic Information:
First Name and Last Name
Phone number (shown at top)
Last Donation Date
Last Message Interaction - When they last engaged
Birthday
Affinity Level - Their engagement score (with an info icon for details)
Favorite Tags Set up favorite tags to quickly access commonly used tags for this subscriber. Click SET UP to configure your favorites.
Custom Fields View up to 5 custom fields specific to your organization. Click SET UP to configure which custom fields display here for quick reference.
Sorting Conversations: At the top of your conversation list, you'll see a "Newest first" dropdown that lets you change the sort order of conversations.
Understanding Message Types
Broadcast Messages When you see a message with a blue "BROADCAST" badge, this is a reply to a campaign you sent. The badge includes the campaign name so you know which message they're responding to.
System Responses Automated messages from your account (like opt-in confirmations or auto-replies) appear with a "SYSTEM RESPONSE" label.
Stop/End Keywords If a subscriber texts STOP, END, or another opt-out keyword, you'll see "Stop2End" or similar displayed prominently in the message thread. These conversations are closed—you cannot send additional messages to subscribers who have opted out.
Message Timestamps
Each message shows:
The date (e.g., "FEB 27, 2026")
The time (e.g., "1:23 PM")
Who sent it (your team member name for outbound messages, or "SENT BY [SUBSCRIBER]" for inbound)
Messages are displayed in chronological order with the most recent at the bottom (or top, depending on your sort preference).
Viewing Conversation History
Scroll up in the center panel to see older messages in the conversation. The complete history is available, showing:
All messages exchanged with this subscriber
Campaign messages they received
Their replies
Any automated system responses
Previous conversation context
This full history helps you understand the complete relationship and avoid asking questions that have already been answered.
Managing Individual Conversations
Assign the conversation:
Click the Unassigned dropdown in the conversation header
Select a team member from the list
The conversation is immediately assigned
The assignee's name replaces "Unassigned"
Flag for follow-up: Click the flag icon at the top of the conversation to mark it for later attention.
Mark as read/unread: Opening a conversation automatically marks it as read. You can manually mark it unread if you need to return to it later.
Selecting Conversations for Bulk Actions
Use the checkboxes in the left panel to select multiple conversations:
Check individual boxes to select specific conversations
Use SELECT VISIBLE at the top to select all conversations currently showing in your list
Selected conversations remain selected as you scroll
Once you've selected conversations, bulk action options appear in the toolbar above the conversation list.
Subscriber Details Panel Features
Affinity Level Indicator The Details panel shows the subscriber's current engagement level (Champions, Highly Engaged, Passive Constituents, At-Risk, or Inactive). Click the info icon next to "Affinity Level" to learn how these scores are calculated.
Last Message Interaction See exactly when this person last engaged with your messages—helpful for understanding if they're still active or need re-engagement.
Custom Fields Your organization can configure up to 5 custom fields to display in this quick-view panel. These might include:
Donation history
Volunteer status
Event attendance
Membership level
Geographic region
Any other data important to your organization
Click Pencil Icon to choose which Custom Fields appear here.
To SETUP Custom Fields navigate to Lists --> List of Choice --> Settings --> Custom Fields --> New Custom Field --> Create Custom Field
Favorite Tags Tag subscribers with categories relevant to your work. Set up your favorite tags for quick access. Click New Tag next to Favorite Tags to add a tag.
Tips for Efficient Conversation Management
Use the Details panel proactively: Before responding, check the subscriber's affinity level and last interaction date. This context helps you personalize your response.
Review conversation history first: Scroll up to see previous messages before responding—you might find the answer to their question was already provided, or you'll gain context that helps you respond more effectively.
Leverage sorting options: Change from "Newest first" to "Oldest first" if you prefer to work through your backlog chronologically.
Watch for STOP keywords: If you see Stop/End in the thread, this subscriber has opted out and you cannot send them additional messages.
Check message type badges: Understanding whether someone is replying to a specific broadcast campaign helps you provide relevant context in your response.