---
title: Conversations
description: A conversation contains a permanent record of an entire correspondence with a specific contact. Conversations are used to view entire message histories and to respond to incoming messages.
---

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1. [Text Request Help Center](https://help.textrequest.com/?hsLang=en)
2. [Messages](https://help.textrequest.com/messages?hsLang=en)
3. [Conversations](https://help.textrequest.com/messages?hsLang=en#conversations)

# Conversations

## View complete message histories with individual contacts, manage real-time text replies, adjust queue display modes, and export conversation records.

### **Conversations Overview**

A conversation contains a permanent, chronological record of every text sent to and received from a specific contact. Every message is time-stamped with the exact date, time, and user name associated with the response.

| **Conversation Element** | **Platform Indicator** | **Operational Behavior** |
| --- | --- | --- |
| **Unresolved Messages** | White background | Indicates active messages waiting for a response or action from your team. |
| **Resolved Messages** | Gray background | Indicates closed or resolved text threads. |
| **Collision Prevention** | Pen icon | Displays automatically when another team member is actively typing a reply to prevent duplicate responses. |

 

### **Message Views Comparison**

Customize how active conversation threads appear in your inbox queue. You can set your default layout under [Profile Settings & Preferences](https://help.textrequest.com/profile-preferences?utm_source=gemini&hsLang=en).

**Path:** **Messages** \> **Conversations** \> **View Toggle** (top toolbar) 

| **View Option** | **Visual Layout** | **Best For** |
| --- | --- | --- |
| **Classic View** | Expanding conversation blocks | Managing one or a few detailed text conversations at a time. |
| **Condensed View** | Compact list view | High-volume message queues where scanning dozens of contacts quickly is required. |
| **Combined View** | Split-screen inbox and active thread | Reviewing incoming queue messages while simultaneously responding in a side panel. |

**Note:** View settings are **saved per individual user** login. Adjusting your default layout or filter options **will not** alter dashboard settings for other team members on your account.  

 

### **Resolving Conversations**

Resolving a conversation acts as an **"marked as read"** for that conversation. It clears handled messages out of your active queue so your team can focus on incoming texts that still require a response. Conversations can be resolved manually or automatically depending on user preferences.

Resolving a conversation **never deletes message history**. Full text histories and exported PDF records remain permanently saved in your account.

#### **Resolving Messages from the Conversation Queue**

**Path:** **Messages** \> **Conversations**

**1.** Locate the conversation block in your queue.

**2.** Select the **resolve checkbox** on the conversation block. The message background will turn gray and move out of your active unresolved view.

![Resolved Message](https://help.textrequest.com/hs-fs/hubfs/Help%20Center/Resolved%20Message.png?width=306&height=259&name=Resolved%20Message.png)

 

#### **Resolving Messages from Inside a Thread**

**Path:** **Messages** \> **Conversations** \> **Select Conversation Thread**

**1.** Open the active conversation thread.

**2.** Click the **resolve toggle** in the top header of the conversation panel.

![](https://help.textrequest.com/hs-fs/hubfs/image-png-Sep-25-2026-01-44-39-8493-PM.png?width=234&height=57&name=image-png-Sep-25-2026-01-44-39-8493-PM.png)

 

#### **Automatic Re-opening on Inbound Texts**

If a customer replies to a resolved thread, Text Request automatically re-opens the conversation, switches its background back to white (**Unresolved**), and moves it directly to the top of your active inbox queue.

 

#### **Automatically Resolve on Send**

This user-level preference automatically marks any unresolved conversation as resolved the moment you send a reply.

**Path: Avatar Icon \> Profile Settings \> Conversations**

**1.** Toggle Resolve on Send to On.

 

### **Interacting with Contact Details**

Selecting any conversation thread opens the complete message history for that contact. Selecting the contact's name or number expands the **Contact Details Sidebar**.

| **Sidebar Action** | **Available Functionality** |
| --- | --- |
| **Contact Record Edits** | View and edit display name, first name, last name, phone status, custom fields, and contact tags. |
| **Group & Tag Management** | Add or remove the contact from specific messaging groups and filter tags. |
| **Internal Notes** | Read or add internal staff notes associated with the contact record. |
| **Direct Management** | Review full communication history, start a new draft, or delete the contact record. |

**Tip:** Want the sidebar to open automatically whenever you select a message thread? Navigate to **Avatar Icon** \> **Profile Settings** \> **Conversations** and toggle **Persistent Contact Sidebar** to **On**. 

 

### **Managing Conversation Preferences**

Customize how you see incoming messages and queue resolutions.

**Path:** **Avatar Icon** (top-right corner) \> **Profile Settings** \> **Conversations**

- **Default Message View:** Set your preferred layout (**Classic**, **Condensed**, or **Combined**) upon login.
- **Default Sorting and Filtering:** Choose whether your inbox displays **New First** or **Unresolved First**.
- **Filter by Contact Tag:** Restrict your queue to show only contacts matching specific tags across all accessible dashboards.
- **Resolve on Send:** Toggle **On** to automatically mark an unresolved conversation as resolved the moment you send a reply. Toggle **Off** if conversations must be resolved manually.

 

### **Downloading Message History**

Export complete conversation records directly to your computer as formatted PDF files for record-keeping or legal compliance.

**Path:** **Messages** \> **Conversations** \> **Select Conversation** \> **Download** icon

**1.** Select the conversation thread you want to export.

**2.** Click the **Download** icon in the conversation header.

![Download Messages](https://help.textrequest.com/hs-fs/hubfs/Help%20Center/Download%20Messages.png?width=243&height=57&name=Download%20Messages.png)

**3.** Choose your export scope:

- - Select **Download All Messages** to export the entire communication history with that contact.
    - Select **Date Range** and input your start and end dates to export a specific timeframe\[cite: 1, 46\].**4.** Click **Download PDF** to save the file directly to your computer  
      ![Download this Thread](https://help.textrequest.com/hs-fs/hubfs/Help%20Center/Download%20this%20Thread.png?width=507&height=302&name=Download%20this%20Thread.png)

Redacted messages will display a permanent security placeholder indicating content redaction in both the live web dashboard and exported PDF files 

- [Basics](https://help.textrequest.com/basics?hsLang=en#main-content)

    - [Account Essentials](https://help.textrequest.com/basics?hsLang=en#account-essentials)
    - [Profile Settings & Preferences](https://help.textrequest.com/basics?hsLang=en#profile-settings-preferences)
- [Messages](https://help.textrequest.com/messages?hsLang=en#main-content)

    - [Conversations](https://help.textrequest.com/messages?hsLang=en#conversations)
    - [Messaging Features](https://help.textrequest.com/messages?hsLang=en#messaging-features)
    - [Group Messages](https://help.textrequest.com/messages?hsLang=en#group-messages)
    - [Sequences](https://help.textrequest.com/messages?hsLang=en#sequences)
    - [Peer to Peer](https://help.textrequest.com/messages?hsLang=en#peer-to-peer)
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