The Messages screen in the SalesThumb mobile app shows your shop's customer conversations, newest first. Everyone with the mobile app can open it. Tap Messages in the row of tiles at the bottom of the screen. The tile shows a red badge when there are unread messages.
Finding a conversation
Each row shows the customer's name, the last message (with "You:" in front when your shop sent it) and how long ago it came in.
- Use Search customers to find a conversation with any customer in your shop.
- Tap Unread to show only conversations with new messages.
- Pull down to refresh.
The Leads list
Website chat, Facebook Messenger and Instagram visitors who haven't been matched to a customer yet don't show up in the customer list. When you have any, a switch appears at the top with Messages and Leads. The Leads side shows a count, and a dot when one of them is unread.
Each lead shows where it came from, such as "Web Chat" or "Messenger." Tap one to read the conversation and type a reply in the Reply… box. The reply goes back on the same channel the visitor used.
Once a visitor gives you their details, tap Add contact. Fill in their First name, Last name, Phone or Email and tap Save contact. If they match an existing customer, you can merge them in or keep them as a separate customer. After you save, the screen switches to that customer's normal conversation.
Starting a new conversation
On the Messages screen, tap the + Message button next to the round thumb button. Search for the customer, or tap New customer to add one first.
Inside a conversation
The customer's name is at the top, with buttons to call them or open their profile. Messages are grouped by day. Your messages are on the right and the customer's are on the left.
- Sending: type in the box at the bottom and tap send. Your message shows right away as "Sending…" until it goes through. The box tells you which channel you're replying on, for example "Text message…" or "Reply via Messenger…".
- Photos: tap the attach button and choose Camera or Photo Library. If a photo fails to upload, you can retry or remove it.
- Account owner: a row shows who owns this customer, or "Unassigned." Staff who can manage customers can tap Claim or Release. Replying doesn't claim the customer.
- AI summary: on a conversation with 8 or more messages, a card at the top gives a short recap and a "Suggested next" step. This is on the Growth plan and up.
- Suggest reply: tap ✨ Suggest reply for AI drafts, shown under "AI drafts — review first." Tap a draft to put it in the message box, then edit it and send it yourself. Nothing is sent automatically. This is on the Growth plan and up, and it's hidden if an owner turned off Auto-suggest replies in Settings → Assistant.
When you can't text a customer
If a customer has turned texts off, the message box is replaced by a banner, for example "Customer texted STOP. Texts are off." The banner also covers when a staff member or the customer portal turned texts off. A second line explains how texts can come back on.
If the customer has no phone number on file, the banner says "No phone number on file." and asks you to add one on their profile.
Either way, the banner offers Call and Email buttons when the customer has a phone number or email on file, so you can still reach them. The Suggest reply button is hidden while the banner is showing.
Website chat, Messenger and Instagram conversations aren't affected by a text opt-out.
Frequently asked questions
Q: Why don't I see the Leads tab?
A: It only appears when you have at least one unmatched website chat, Messenger or Instagram conversation.
Q: Can AI send a reply for me?
A: No. Suggest reply only puts a draft in your message box. You edit it and tap send yourself.
Q: A customer texted STOP. Can I still contact them?
A: Not by text from SalesThumb. The banner gives you Call and Email buttons when the customer has a phone number or email on file.
Q: Why is there no Suggest reply button?
A: It's on the Growth plan and up, and an owner can turn it off with Auto-suggest replies in Settings → Assistant. It's also hidden when the customer can't be texted.