Search inside the intended project
A contact can have more than one thread when different business numbers or a phone and email were used. The sending number is part of the conversation’s identity; replying from another line can create a separate thread on the customer’s device.
- Select your workspace and project, then open Conversations.
- Enter a name, phone number, or remembered message text in Search conversations.
- Use the number filter to narrow the results to a sending line, or clear it to look across the available numbers.
- Open the matching conversation and check the line and recipient before replying.
Choose what needs attention
Unread and unreplied answer different questions. Opening a conversation can clear your unread indication without answering the person. Check the latest inbound message before deciding the work is done.
- Newest shows the most recent activity first.
- Oldest starts with the least recent activity.
- Unreplied shows conversations whose last message came in and is waiting on a reply.
- Pins keep your important conversations near the top while they still match the active filters.
Coordinate with a teammate
The conversation can show that another member is replying. Use that cue to avoid two competing answers, and check recent replies before sending. This presence indicator is coordination help, not a lock or a formal lead assignment.
Your pins belong to your account. They do not change a teammate’s priorities, assign the customer to you, or limit another authorized member’s access.
If a conversation is missing
- Clear the search and number filter, then check the selected project.
- Try the full international phone number and any known iMessage email separately.
- Confirm you still have access to the original sending number.
- For a CRM send, check the recorded Miss Blue message ID and whether the workflow actually submitted it.