The inbox segments: All, Clients, Team, Masked, Archived

The Messages page is split into five segments — the chip strip at the top reading All, Clients, Team, Masked, and Archived. Opening Messages always lands on All, the merged feed of everything; the other chips narrow the view to one kind of conversation. Switching segments is instant and never loses your place.

All — one merged feed

All combines customer SMS conversations, internal team chats, and group conversations into a single list sorted by most recent activity. Click a customer row to open the SMS thread in place; clicking a team or group row takes you to that chat in the Team segment. Searching here looks across clients, jobs, and message text at once. If the feed is empty you'll see "No conversations yet".

Clients — customer SMS

Clients is the pure customer texting inbox. Above the list you get filter chips:

The New, Group, and Contacts buttons live here too — see texting a customer and group conversations.

Team — internal chat

Team is private chat between people in your company — one-to-one threads and team group chats. It sends no SMS and costs nothing, and it works even while your SMS setup is still in progress. Pick a teammate from the list (the empty state says "Pick a teammate"), type, and send. The Team chip shows a red unread badge that counts both direct messages and group messages.

Each team thread has its own menu with Archive conversation and "Delete for me" — delete is per-user, so the history stays intact on the server and on the other person's side.

Masked — relayed tech ↔ customer threads

When call masking is on, your technician and the customer text each other through a masking number — neither side ever sees the other's real number. The Masked segment ("Masked conversations") shows the full exchange per job: what the tech wrote, what the customer wrote, and which masking number carried it. You can reply to the customer directly from the masking number; the technician does not receive a copy of your reply. Each thread links to its job and job history.

Archived — put-away threads

Archived collects the conversations you've archived, in two sections: Customers (archived customer SMS threads) and Team (archived internal threads). To archive a customer conversation, use the archive action in the thread's header; team threads archive from their own menu. Opening an archived thread lets you read it, reply, or Unarchive conversation to bring it back to the inbox.

Two things to know:

• Archiving never deletes anything — the messages are all kept.
• A customer who texts you again automatically resurfaces their archived thread in the inbox, so you can't miss a returning customer.

If nothing is archived yet, the segment shows "Nothing archived" — "Archived conversations show up here".

Troubleshooting

• The segment chips are visible but most segments show a setup screen — SMS isn't live for your account yet. Team still works; the rest unlock when SMS setup completes (SMS-ready status).
• A thread I archived is back in my inbox — the customer texted you again. That's by design: new inbound messages always resurface a thread.
• Masked is empty — the segment only fills when masking is enabled and technicians actually text customers through masking numbers.
• I deleted a team thread but my teammate still sees it — team delete is per-user by design; it removes the thread from your view only.