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Last updated: 2026-10-13•Location: Conversations

Related Articles

How to Be a Human-in-the-Loop with AI ConversationsAdvanced Conversation ManagementThe Built-In Escalation ToolManaging Contacts in brayv.ai

Conversations Inbox

Quick Reference Keywords: Conversations · Unread · AI Disabled filter · More Filters · Contact Owner filter · Sort by opportunity date · Failed delivery filter · New conversation · Mark as read · Attach media

Overview

Conversations is your team inbox for SMS (and related) threads. For stepping into AI chats, start with Human in the Loop. This page documents inbox controls: search, filters, unread, and composer extras.

Thread List

Search… — Debounced search across conversations, by name, phone number, or email.

+ (Start new conversation) — Opens a dialog to:

  • Search existing contacts (type at least 2 characters), or
  • Enter Phone Number and Start (creates a contact if needed)

Tabs:

  • All — Every thread
  • Unread — Unread only (badge count). On desktop, Mark all as read opens a confirmation dialog.

Checkbox: Show Only Threads With AI Disabled — Limits the list to threads where text AI cannot currently respond (AI is toggled off, or no journey agent assigned + no default global agent configured in account). Important for keeping track of your messages that are not being handled by AI.

More Filters — A collapsible section below the AI Disabled checkbox. When any of these filters are active, a blue badge on the row shows the count — even while the section is collapsed — so you always know your list is being narrowed. A Clear filters link resets them all at once.

  • Sort by Journey Progress:
    • Journey: No Filter | Never In a Journey | Any Journey | specific journey
    • When a journey filter is active: Status (Any / Open / Completed / Won / Lost / Ended)
    • When a specific journey is selected: Stage filter
  • Sort Threads By — Appears when the Status filter is Open. Instead of the default last-message order, sort threads by when the open opportunity was created: Newest First or Oldest First. Useful for working your pipeline top-down, or catching opportunities that have been waiting longest.
  • Contact Owner — Filter to conversations for contacts owned by a specific team member: All Owners, Assigned to Me, Unassigned (contacts with no owner), or any team member by name. Not shown to tenant agents, who always see only their own contacts' conversations.
  • Delivery Issues:
    • Last outbound message failed — Only threads where the most recent outbound message failed to deliver (failed, undelivered, or rejected by the carrier).
    • And contact messaged us in the last 7 days — Appears when the first checkbox is checked. Further narrows to threads where the contact has sent an inbound message within the last week — these contacts are actively engaging but not receiving your replies, so they're usually the most urgent to address.

Filters are remembered per account — they stay applied after reloading the page or navigating away and back.

Escalated badge on a row — Hover for the AI’s reason. Resolve from the open conversation header (see Escalation Tool).

Conversation View

  • Mark as Read / Mark as Unread in the header of every conversation thread view (on mobile, at the top of the More screen)
  • Message bubbles show AI vs team member sender attribution (internal only)
  • Metadata on a message → Advanced tools (history editor / reprocess) — Advanced Conversation Management
  • View AI log opens the AI Text Log for that turn when available (AI responses are accompanied by logs, AI follow-ups are not - both are sent by the AI Text Agent)

On mobile

Opening a thread on a phone (mobile browser or the brayv.ai app) gives the conversation the full screen. The bottom menu (Conversations / Contacts / Appointments) is hidden until you go back to the thread list.

  • A floating header sits over the messages: the back arrow returns to the thread list, the contact's name (first name and last initial) and More both open the contact info panel
  • If the conversation is escalated, an Escalated badge with Resolve appears under the name
  • Below the message box, a Text AI row shows whether the AI will reply and has a switch to turn it on or off without opening More:
    • Text AI on · agent name — the AI will reply using that agent
    • Text AI off — no AI replies until you turn it back on
    • Text AI on, but won't reply — the switch is on, but the contact has no usable agent. Tap the row to open More and see why.
  • In the app, the Text AI row hides while the keyboard is open

Composer

  • Type and send. On desktop, Enter sends and Shift+Enter adds a new line. On mobile and in the brayv.ai app, Return adds a new line; tap the send button to send (the keyboard closes so you can see more of the conversation; tap the message box to bring it back)
  • The message box grows as you type, up to about 40% of the screen, then scrolls
  • Attach media (paperclip) opens the media library for MMS
  • Contacts that have DND for SMS enabled show a warning banner and cannot be texted until DND is cleared. (Carrier-level opt-outs cannot be cleared in brayv, the contact must reply with the word 'START' to clear it)

Contact Info Panel (right side)

On desktop, the right panel shows contact summary, AI Text Agent toggle, next follow-up, Schedule Custom, Notes, Appointments, and Opportunities.

On mobile: tap More (or the contact's name) at the top of the conversation to view the contact info panel, then Back to Conversation when done.

Click the contact name in the info panel to open the full contact record.

Click the contact phone number to call them directly. On desktop, calls out from your primary brayv.ai phone number (must have microphone and speaker), on mobile opens up your phone app to call directly from your phone (better connection on mobile)

Related Settings

  • Settings → Text AI → AI Marks Conversations as Read — Whether AI replies auto-mark threads read (Text AI Account Settings)