Messages (SMS & WhatsApp)
Viewing Messages
Navigate to Connect > Twilio > Messages > Messages (or Connect > Bird > Messages > Messages with the Bird integration) to see all SMS and WhatsApp messages. Both menus open the same shared message ledger.
Each message shows:
| Field | Description |
|---|---|
| Direction | Arrow icon indicating incoming or outgoing. |
| From / To | Phone numbers. |
| Body | Message text. |
| Status | Delivery status with icon. |
| Partner | Linked contact. |
| Media | Inline image/audio player for MMS content. |
The message list renders From and To as plain text. On an individual message form, those values use the standard phone control. Recipient fields in WhatsApp and RCS composers use the same control, allowing click-to-call through the configured provider where applicable.
Sending SMS
From the SMS Composer
- Open a partner or contact record
- Click Send SMS in the action menu
- Select an Outgoing Number (your Connect caller IDs)
- Enter the message text
- Click Send
The message is sent via your configured messaging provider (Twilio or Bird — set per user as Messaging Provider when both are installed) and tracked in Connect.
Sending WhatsApp Messages (Twilio and Bird)
From a Partner Record
- Open a partner form
- Use the WhatsApp composer action (Send WhatsApp for Twilio, Send WhatsApp (Bird) for Bird)
- Select a WhatsApp sender number (a WhatsApp channel for Bird)
- Choose a message template (required for first contact or after 24-hour window)
- Fill in template variables if needed
- Click Send
24-Hour Contact Window
WhatsApp requires you to use an approved message template for the first message or when contacting someone after 24 hours of inactivity. Within the 24-hour window after a customer's last message, you can send free-form text.
Message Statuses
| Status | Meaning |
|---|---|
| Draft | Message created but not yet sent. |
| Queued | Message queued for delivery. |
| Sending | Message is being transmitted. |
| Sent | Message sent to the carrier. |
| Delivered | Message delivered to the recipient's device. |
| Read | Recipient read the message (WhatsApp only). |
| Failed | Message could not be sent. |
| Undeliverable | Carrier could not deliver the message. |
Retrying Failed Messages
If a message fails, click the Retry button on the message record to attempt resending.
Incoming Messages
Incoming SMS and WhatsApp messages are automatically:
- Recorded in Connect > Twilio > Messages > Messages
- Linked to the partner (if the sender's number matches a contact)
- Optionally, a new partner can be auto-created (see Message Configuration in admin guide)
Geographic information (city, state, ZIP, country) may be available for incoming SMS messages.