Description
The Conversations page is where you will spend most of your time communicating with your contacts. It includes your active conversation list, conversation history, contact indicators (like opt-in/consent status), and tools for managing and exporting messages.
Users
All Users
Eligibility
No information yet
Summary
Conversations Screen
Active conversations appear in a list on the left. Select any conversation to view it on the right.
Message Types in a Conversation
When viewing an active conversation, you may see three types of messages:
| Type | |
|---|---|
| Inbound |
|
| Outbound |
|
| Notes |
Notes can be entered into a conversation via the API and are meant to provide context, such as voicemail transcriptions or notes from a CRM / e-commerce system. NOTE: Notes may not be available or enabled on every account type. |
Opt-In Status
Each contact has an opt-in status that defaults to Opted-in. Opt-in status controls whether you can use automated features for that contact, including (but not limited to):
- Blasts & Contact Lists
- Drip Campaigns
- Reminders
Keywords That Opt a Contact Out
A contact becomes opted-out when any of the following keywords are received:
- STOP
- END
- QUIT
- CANCEL
- UNSUBSCRIBE
- OPTOUT
IMPORTANT: Depending on your carrier, you may still be able to send transactional and conversational (non-automated) texts to an opted-out contact.
However, an opt-out keyword may trigger a carrier-level block, and messages may not be delivered.
Keywords That Opt a Contact In
A contact becomes opted-in when any of the following keywords are received:
- START
- UNSTOP
- SUBSCRIBE
- OPTIN
To know how to manually opt-out a contact, refer to How To: VIP Group Messaging - Manually Opt-Out a Contact
Consent Message Status
A consent message generally identifies the sender, informs the recipient that you intend to communicate via text messaging, and provides an opt-out option.
EXAMPLE: “Reply STOP to unsubscribe.”
Some organizations enable a consent message requirement at the Organization level. When enabled, a contact’s consent message status displays next to the contact name in the active conversation view.
What Happens When Messaging a New Contact
- If the contact is new (or has not yet received the consent message), your intended message will be preceded by a consent message.
- After the consent message is sent, the contact’s consent status will appear as an indicator in contact details and conversation views.
Start, Archive, and Delete
- To start a new conversation, refer to How To: VIP Group Messaging - Start a New Conversation
- To delete or archive a conversation, refer to How To: VIP Group Messaging - Delete or Archive Conversation
Conversation Features
Export Message History
You can export message history from an individual conversation using Export Messages.
To learn more about exporting a message, refer to How To: VIP Group Messaging - Export Message History
MMS
You can send and receive MMS messages. MMS is currently limited to pictures and video in this app. File support may improve in a future update, and MMS support varies by carrier.
To learn how to send an MMS, refer to How To: VIP Group Messaging - Send an MMS
Canned Response
Canned responses are pre-written messages you can use for common replies, Away Messages, and keyword automations.
To learn how to send a canned response, refer to How To: VIP Group Messaging - Send Canned Response
Drip Campaign
Drip campaigns are scheduled message sequences designed to engage contacts over time. When applied, messages are scheduled consecutively based on the campaign’s configured intervals.
To learn how to apply a drip campaign, refer to How To: VIP Group Messaging - Apply Drip Campaign
Related Information
- Problem: VIP Group Messaging - Consent Message Status is Not Visible
- Problem: VIP Group Messaging - Message History Exports Troubleshooting
-
Problem: VIP Group Messaging - MMS Delivery Issues
Escalation Information
Escalation Information: SD1
If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com
Change Log
| Date | Description |
|---|---|
| May 14, 2026 | Article revamped |