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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.

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