Two settings change how your own inbox looks. They only affect you, not your teammates.
Before you start
These are personal settings. Anyone can change their own.
Steps
Open Messenger.
Click the settings button (two sliders, named Messenger settings) at the top of the conversation list, next to New. The Messenger settings window opens.
Change either setting:
Combined view: pick Off, By number or By contact.
Hide contacts who never replied: turn the switch on or off.
Your inbox reloads with the new setting as soon as you change it. Close the window when you are done.
What each setting does
Combined view
Off: each of your numbers has its own conversation with a contact. If a contact texts two of your numbers, you see two conversations.
By number: a contact's number is shown as one conversation, even if it has texted more than one of your numbers.
By contact: all of a person's numbers are shown as one conversation. Handy when a contact has a cell and a work phone.
When Combined view is set to By contact, resolving, reopening or assigning applies to all of that person's conversations. With By number, it applies only to the conversation you have open.
Hide contacts who never replied
Keeps a conversation out of your inbox until that phone number texts you back. After a broadcast to thousands of contacts, you only see the people who answer. It is off unless you turn it on.
Common questions
I sent a broadcast and my inbox is full. What do I do?
Turn on Hide contacts who never replied. People who reply still show up.
If someone replied to us on a different one of our numbers, are they hidden?
No. The setting checks whether that person's number has ever texted any of your numbers.
Does Combined view start as Off?
It starts with your organization's setting, which is Off unless our team set it up differently for you. Once you pick your own, yours is kept.
Does this change the HubSpot Messenger card too?
Combined view carries over. Hide contacts who never replied does not.
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