---
title: Manage Client Conversations in the Inbox
description: earn how to manage client conversations in Propio's Inbox — read AI-matched replies, manually link messages to transactions, handle stuck threads, and navigate shared phone numbers.
---

[Skip to content](https://help.joinpropio.com/en/manage-client-conversations-in-the-inbox#main-content)

- [English](https://help.joinpropio.com/en/manage-client-conversations-in-the-inbox)
- [Español - Estados Unidos](https://help.joinpropio.com/es-us/gestionar-conversaciones-con-clientes-en-el-inbox)

English

Show submenu for translations

[![teal-logo-2](https://help.joinpropio.com/hs-fs/hubfs/teal-logo-2.jpg?width=169&height=55&name=teal-logo-2.jpg)](https://help.joinpropio.com/?hsLang=en)

Open main navigation

Close main navigation

- - [English](https://help.joinpropio.com/en/manage-client-conversations-in-the-inbox)
    - [Español - Estados Unidos](https://help.joinpropio.com/es-us/gestionar-conversaciones-con-clientes-en-el-inbox)

  English
  
  Show submenu for translations

 This is a search field with an auto-suggest feature attached.

- There are no suggestions because the search field is empty.

1. [Propio Knowledge Base](https://help.joinpropio.com/en?hsLang=en)
2. [Communications](https://help.joinpropio.com/en/communications?hsLang=en)

# Manage Client Conversations in the Inbox

The Inbox collects every SMS and WhatsApp exchange with your clients in one place. When a client replies to a transaction question, you can read the full conversation, see which transaction their reply was linked to, link it manually if needed, and pick up the thread — all without leaving Propio.

#### **Steps**

**Open a client conversation**

1. Click **Inbox** in the left sidebar.
2. Select a client thread from the list on the left.
3. Scroll through the conversation — each message shows the sender, channel (SMS or WhatsApp), and timestamp.

**Identify AI-matched replies**

1. When a client replies to a transaction question, look for the **AI matched** label below the message.
2. The **AI matched** label means Propio automatically linked this reply to a specific transaction based on amount, vendor, and date.
3. Click the linked transaction chip below the message to open the transaction's detail sheet directly.

**Manually link a message to a transaction**

If a client reply wasn't automatically matched, or you want to link it to an additional transaction, you can do it manually:

1. Click **+ Link another** below any message in the thread.
2. In the **Select a transaction to link** modal, search by merchant name or use the **All / Review / Waiting / Posted / Excluded** tabs to filter.
3. Click the transaction you want to link — it appears as a chip below the message.
4. Repeat to link to multiple transactions if needed.

**Handle escalated threads (Stuck Threads)**

When the AI sends a follow-up question and the client still can't provide a clear answer, Propio escalates the conversation to you. A **Stuck Threads** panel appears at the top of the client's Inbox:

1. Review each stuck thread — it shows the transaction amount, date, and the reason the AI stopped (e.g., **Client said they couldn't remember**).
2. Click **Take over** to open the full conversation and reply directly.
3. Once you've handled it, click **Mark as resolved** to dismiss the thread from the panel.

**Reply or follow up in the thread**

1. Type your message in the reply field at the bottom of the conversation.
2. Press **Send** — the message delivers via the same channel (SMS or WhatsApp) the client is on.

**Handle a shared phone number**

If you see a **Shared with N companies** tag at the top of the Inbox, the client's phone number is linked to more than one company in Propio — common when a client owns multiple businesses.

1. Click the **Shared with N companies** tag to open the **Linked companies** panel.
2. Select the company whose conversation you want to view — the thread filters to show only messages tied to that company.

#### **Tips 💡**

- The first time you see a message with an **\[AI\]** prefix, a banner explains it: the **AI-authored message** notice confirms that Propio sent the message automatically on your behalf, and that client replies still come back to this same thread.
- The conversation thread in the Inbox and the **Client Communication** section inside the transaction detail sheet show the same messages — use whichever is more convenient for you.
- If a client sends a photo or receipt, it appears inline in the thread. You'll see the same image inside the transaction's **Client Communication** section with an **AI matched** badge if the AI linked it.
- You can link the same message to more than one transaction — useful when a client replies to multiple questions in a single message.

#### **Common Issues**

- **I see a reply but no "AI matched" label** — the AI couldn't confidently link the reply to a specific transaction. Use **+ Link another** to link it manually, or go to the client's **Waiting** tab in Transactions.
- **Conversation shows messages from multiple clients** — the phone number is shared across companies. Click the **Shared with N companies** tag and select the right company to filter the thread.
- **A thread is in Stuck Threads but the client actually answered** — click **Mark as resolved** to dismiss it. If the transaction still needs categorizing, open it from the transaction detail sheet.

#### **Related Articles**

- [Ask Clients About Transactions and Track Their Replies](https://help.joinpropio.com/en/ask-clients-about-transactions-and-track-their-replies?hsLang=en)
- [How AI Categorization Works](https://help.joinpropio.com/en/how-ai-categorization-works?hsLang=en)

- [Getting started](https://help.joinpropio.com/en/getting-started?hsLang=en)
- [Transactions](https://help.joinpropio.com/en/transactions?hsLang=en#main-content)

    - [Manual Entry](https://help.joinpropio.com/en/transactions?hsLang=en#manual-entry)
    - [Import](https://help.joinpropio.com/en/transactions?hsLang=en#import)
    - [Categorization](https://help.joinpropio.com/en/transactions?hsLang=en#categorization)
    - [Journal Entries](https://help.joinpropio.com/en/transactions?hsLang=en#journal-entries)
    - [Tags](https://help.joinpropio.com/en/transactions?hsLang=en#tags)
    - [Advanced](https://help.joinpropio.com/en/transactions?hsLang=en#advanced)
- [Banking & Reconciliation](https://help.joinpropio.com/en/banking-reconciliation?hsLang=en)
- [Reports](https://help.joinpropio.com/en/reports?hsLang=en#main-content)

    - [Profit and Loss](https://help.joinpropio.com/en/reports?hsLang=en#profit-and-loss)
    - [Balance Sheet](https://help.joinpropio.com/en/reports?hsLang=en#balance-sheet)
    - [Tax Reports](https://help.joinpropio.com/en/reports?hsLang=en#tax-reports)
    - [AI Reports](https://help.joinpropio.com/en/reports?hsLang=en#ai-reports)
    - [Trial Balance](https://help.joinpropio.com/en/reports?hsLang=en#trial-balance)
    - [Advanced](https://help.joinpropio.com/en/reports?hsLang=en#advanced)
- [Migration & Chart of Accounts](https://help.joinpropio.com/en/migration-chart-of-accounts?hsLang=en)
- [AI Categorization](https://help.joinpropio.com/en/ai-categorization?hsLang=en)
- [Contacts](https://help.joinpropio.com/en/contacts?hsLang=en)
- [AI Assistant](https://help.joinpropio.com/en/ai-assistant?hsLang=en)
- [Organization Management](https://help.joinpropio.com/en/organization-management?hsLang=en)
- [Communications](https://help.joinpropio.com/en/communications?hsLang=en)
- [Bank Integration](https://help.joinpropio.com/en/bank-integration?hsLang=en)
- [Industry Guides](https://help.joinpropio.com/en/industry-guides?hsLang=en#main-content)

    - [Real Estate](https://help.joinpropio.com/en/industry-guides?hsLang=en#real-estate)

[![Propio-logo-teal-2](https://help.joinpropio.com/hs-fs/hubfs/Propio-logo-teal-2.png?width=112&height=35&name=Propio-logo-teal-2.png "Propio-logo-teal-2")](https://help.joinpropio.com/?hsLang=en)