Getting Started: Conversations
Conversations is a centralized messaging tool in Business App that brings all customer communication into one shared inbox. Your clients' teams can read and respond to emails, social media messages, and text messages from a single place, without juggling separate tools. This guide walks you through enabling Conversations for your clients and setting up each channel.
SMS messaging and the AI-assisted web chat widget are only available on select plans. View plan details
Getting Started Checklist
- Enable Conversations for your clients: Turn on the Conversations page in Business App so clients can access their inbox
- Set up the email inbox: Configure shared email and optional forwarding from a branded address
- Connect social media channels: Link Facebook and Instagram to receive direct messages in the inbox
- Set up the AI web chat widget: Install an AI-powered chat widget on your clients' websites (select plans)
- Enable SMS messaging: Assign a local SMS number and complete carrier registration if needed (US and Canada, select plans)
Step 1: Enable Conversations for your clients
Before your clients can use Conversations, the page needs to be visible in their Business App. This is a partner-level setting you control from Partner Center.
Navigate to Partner Center → Administration → Customize Business App.
- Select Conversations Messages from the page list.
- Toggle Show this page on.
- Click Save.
Once enabled, the Conversations inbox appears in your clients' Business App navigation.
You can enable this at the partner level (applies to all clients) or configure it per market for specific client segments. Use the market selector dropdown at the top of the page to target a specific group.
Learn more about Conversations
Step 2: Set up the email inbox
Every Business App account is automatically assigned a shared email address in the format reply+xxxxx@businessapp.io. Any team member can send and receive emails from the Conversations inbox without needing a separate email client.
Send an email
- Open Business App → Conversations.
- Click New Message.
- Enter the recipient's email address.
- Write your message and select Email from the Send via dropdown.
- Click Send.
When the customer replies, their response routes back into the same conversation thread where any team member can continue the discussion.
Set up email forwarding (optional)
If a client already uses a branded email address (like team@theirbusiness.com), they can forward incoming emails from that address into Conversations. Customers continue reaching out to a familiar address, while the team manages all replies from one inbox.
- In Business App, go to Administration → Email Configuration → Advanced email settings.
- Copy the address in the Forwarding address field.
- In the email provider's settings (Gmail, Outlook, or similar), add that address as a forwarding destination.
Learn more about email in Conversations
Step 3: Connect social media channels
Conversations includes built-in support for Facebook and Instagram direct messages. Once connected, messages from those channels appear in the shared inbox alongside email, so no customer message gets missed.
To connect channels, your client will need:
- A Facebook Business Page (for Facebook Messenger)
- An Instagram Business account (for Instagram direct messages)
Navigate to Business App → Conversations AI Settings and connect the relevant social media accounts.
Personal Facebook or Instagram accounts cannot be connected. Clients need a Business Page or Instagram Business account for the integration to work.
Learn more about Conversations
Step 4: Set up the AI web chat widget
The AI web chat widget lets your clients engage website visitors 24/7, even outside business hours. The AI collects visitor contact information, answers common questions using the business's knowledge base, and notifies the team when a new lead arrives. The conversation can then continue via SMS, email, or another connected channel.
The AI web chat widget requires a paid plan. View plan details
Install the widget
- In Business App, go to Conversations AI Settings → Web Chat.
- Copy the install code snippet.
- Paste the code into the
<head>section of the client's website, just before the closing</head>tag.
A WordPress plugin is available for WordPress sites, making installation straightforward without editing site code directly.
Train the AI
The AI draws on the business profile (name, address, hours, services) automatically. To improve its accuracy:
- In Business App, go to Conversations AI Settings → Knowledge Base.
- Add FAQs, service descriptions, or other business-specific content.
- To train on website content, provide the business website URL and the AI will crawl and learn from those pages.
Learn more about the AI web chat widget
Learn more about Conversations AI
Step 5: Enable SMS messaging
SMS messaging gives your clients a local phone number for texting customers directly. The number is automatically assigned based on the business address and is visible at Business App → Administration → Conversations Settings → Your SMS number.
SMS messaging requires a paid plan and is only available for businesses in the United States and Canada. View plan details
Canada-based businesses
No registration is required. Once the plan is active, clients can start sending and receiving SMS messages immediately from the Conversations inbox.
US-based businesses
US phone carriers require all businesses to register before sending SMS messages to customers (A2P 10DLC). Registration is a one-time process and typically takes one to four weeks.
- In Business App, go to Administration → Conversations Settings.
- Click Register now on the registration card.
- Fill out the form using the business's exact legal name and address as registered with the IRS.
- Click Submit information.
The most common reason for a rejected registration is a mismatch between the submitted information and IRS records. Use the business's IRS CP 575 confirmation letter to verify the exact legal name and address before submitting.
Once approved, the business can send and receive unlimited SMS messages from the Conversations inbox.
Learn more about SMS registration for US businesses