Assign a conversation
Email conversations can be assigned to a team member. SMS conversation assignment is not available.
Use Assign conversation to on the Emails tab to choose the team member responsible for following up.
Assignment helps your team keep ownership clear when several people are monitoring inbound email replies.
To clear the assignee, open the same field and remove the selected user.
Reply to a conversation
For email, open a conversation and click the reply button.
Neptune opens a reply drawer using the current email thread. When possible, the reply is addressed to the latest incoming sender so your response stays connected to the conversation.
Before sending, check the recipient, subject, message content, attachments, and sender details. After the reply is sent, the conversation refreshes with the new outgoing email.
Send an SMS from Messages
Open an SMS conversation to use the same history and composer available on the record’s SMS tab.
- Choose the contact who should receive the message.
- Optionally choose Use template and select an SMS template.
- Write or edit the message.
- Check the To and From details.
- Select Send SMS.
Use the Sender filter above the history when you only want to review messages associated with one sender. Clear the filter to return to the complete conversation.
See SMS conversations for recipient, preview, opt-out wording, and troubleshooting guidance.