Replying to Messages and Managing Conversations
This article explains how to reply to messages in TextNinja and how conversations work once a visitor texts your business.
If you have installed the widget and received your first message, this guide will show you exactly what to do next.
Where messages appear
When someone sends a message from your website, it appears in your TextNinja inbox.
Each message is part of a conversation. A conversation includes:
- The visitor’s phone number
- Their messages
- Your replies
- The full message history
You manage all conversations from the TextNinja dashboard.
How to reply to a message
Replying to a message is simple.
- Open your TextNinja dashboard
- Click the conversation you want to reply to
- Type your message in the reply box
- Click Send
Your reply is sent to the visitor as a regular text message.
How conversations work
Once a visitor texts your business, the conversation continues by text message.
This means:
- You can reply even if the visitor has left your website
- The visitor receives your reply on their phone
- Messages stay grouped together in one conversation
There is no need for the visitor to stay on your site for the conversation to continue.
What happens if you reply later
If you reply later, your message is still delivered as a text.
Many businesses reply within minutes or hours, depending on availability. Even delayed replies are usually better than missed messages.
If you are often unavailable, using auto replies can help set expectations.
Managing multiple conversations
If you receive messages from multiple visitors, each one appears as a separate conversation in your inbox.
You can:
- Switch between conversations
- View past messages
- Focus on new or unread conversations
This helps you stay organized as message volume grows.
Tips to avoid missing messages
To make sure you never miss a conversation:
- Check your TextNinja inbox regularly
- Set up auto replies for after hours
- Respond as soon as you reasonably can
Fast replies often lead to better conversations and more booked jobs or inquiries.
What’s next?
Once you’re comfortable replying to messages, these articles are a good next step:
- Setting up auto replies and off hours messages
- Customizing the chat widget
- Testing TextNinja before going live
If you have any questions, we’re happy to help. Please contact us anytime.