Messages: text customers and chat with your team

Text customers from your business number and chat with your team in Tonet: files, saved messages, #tags, notes to self, edits, reactions and delivery.

Messages holds two kinds of conversations: texts with customers, sent from your business numbers, and team chat with the people on your account. Open Messages in the left menu.

Texts go to your customers' phones from your business numbers. Everyone who can use a number sees its texts and can answer them. Texts cost 3¢ each.
Team chat stays inside your Tonet account. Chat with one person or several.

Send a text

In Messages, click New.
Switch to SMS.
Next to From:, pick the number to text from.
Click Add recipient, type the number or pick a recent caller, and click Add.
Type your message and press Enter.

A text goes to one number. Group texts aren't supported.

In a text conversation, the number you're texting from shows next to the message box. Pick another number there and your next text starts a separate conversation from that number.

You can also text from a contact's page.

Can't send texts? Pending carrier verification

US carriers only deliver business texts from registered numbers (A2P 10DLC). Until your number is approved, Tonet shows:

You see	Where	What it means
Pending carrier verification — texts won't be delivered	Next to From: on a new text	You can use a number, but none is approved for texting yet
Pending Carrier Verification	The number button next to the message box	Same as above
No Text Numbers	The number button next to the message box	No number is assigned to you for texting

Hover the warning to read why. Owners, managers and admins can click it to open SMS Registration and register the number.
While you wait, calls, voicemail and team chat work as usual, and texts customers send you still arrive.
No Text Numbers? Ask an owner, manager or admin to give you the number.

Start a team chat

Click New.
In Search Users, find each person and click them.
Type your message and press Enter.

Or, in the Team list in the left menu, hover a person and click the message icon.

Write notes to yourself

Notes is a chat with only you in it. Use it for reminders, links and files. Your team can't see it.

In the Team list in the left menu, you're at the top, marked (you). Hover your name and click the message icon (Notes to yourself).
Or click your name and click Notes.

Once you write something, Notes shows in your conversation list like any other chat.

Write and send

To	Do this
Send	Press Enter
Start a new line	Press Shift+Enter
Add an emoji or GIF	Click the smiley button. It has Emoji and GIFs tabs.
Attach files	Click the picture or paper-clip button, paste, or drag files in
Format a team chat message	Click Format for bold, italic, lists, quotes and code
Answer one message	Hover it and click Reply

A message you haven't sent stays in its box, in this browser, when you switch conversations.

File limits

Texts:

Up to 10 files and 5 MB in total per text.
Each picture up to 2 MB, each video up to 3 MB, each audio file up to 2 MB, and each PDF or other file up to 1 MB.
Use JPEG, PNG or GIF pictures, MP4 video, MP3 or OGG audio, or PDF.

Team chat:

Pictures up to 10 MB each, documents up to 25 MB, audio and video up to 50 MB.
Pictures, PDFs, Word, Excel and PowerPoint files, text and CSV files, audio and video.

Did my text arrive?

Under each text you send, an icon shows how far it got. Hover it for the word.

Shows	Means
Queued or Sending	On its way
Sent	Handed to the carrier
Delivered	The carrier delivered it
Not delivered	It didn't arrive. The reason shows next to it, for example Recipient replied STOP and is unsubscribed.

Texts never show Seen.

If a message couldn't be sent at all, it's marked Not sent, or says why. Click Retry to send it again, or Discard to remove it. See Why texts don't deliver.

See who read your team chat message

Under your latest message, Seen shows once the other person has read it. In a chat with several people, it says Seen by and their names. Hover it for the times.

While a teammate types, you see "… is typing".

Edit or delete a message

You can change your own team chat messages. Texts can't be edited or unsent.

Edit:

Hover your message and click Edit (the pencil).
Change the text in the box at the bottom. It says Editing message.
Press Enter. Press Esc or click Cancel to stop.

Everyone sees the message marked edited. Shortcut: press the up arrow in an empty message box to edit your last message.

Delete:

Hover your message and click Delete (the bin). It goes right away.
A notice says Message deleted. Click Undo within 5 seconds to bring it back, or Delete now to skip the wait.

After that, everyone sees Message deleted in its place.

React to a message

Hover a message and click React. Pick an emoji, or click + for more. Click a reaction under the message to add yours or take it back. Hover it to see who reacted.

Reactions on a text are only seen by your team, never by the customer.

Save a message and find it later

Hover the message and click Save (the star). It's marked ★ Saved.
To add a note, click the star again. Your note and your saved messages are only seen by you.

Find everything you saved under Saved, above your conversation list. Click Open in chat to jump to the message, or Unsave to remove it.

Tag messages with #tags

Type a word with # in any message, like #quote or #urgent. Then:

Click a #tag in a message to see the other messages in that conversation with the same tag.
Open #Tags above your conversation list to see all your tags, most used first. Pick more than one to see messages with any of them.

The Details panel

Click Details at the top of a conversation.

Tab	What's there
About	Who's in the conversation. For a text: their number, where it's from and the time there, Call and Contact buttons, which of your numbers you're texting from, and when the conversation started.
Files	Every photo, video, document, audio file and link sent in the conversation. Filter by type or search. Open files full size shows pictures, videos and PDFs across the chat, just for you.
Saved	Messages you saved in this conversation
#Tags	Tags used in this conversation

Find a conversation

Search numbers, names or messages at the top of the list.
SMS and DM show or hide texts and team chats. The number in brackets is how many there are.
My numbers shows texts for only some of your numbers. It appears when you can use more than one.
Chats, Saved and #Tags switch what the list shows.

Who sees which messages

Conversation	Who sees it
Texts on a number	Everyone who can use that number. Each reply shows who sent it. Owners, managers and admins choose who can use a number in Phones.
Team chat	Only the people in it
Notes	Only you