Layout
The Inbox has two panels:
Every message is labeled by sender — the contact, you, or your AI agent — so the history is always unambiguous, even when conversations move between automated and human handling.
Calls and key events also appear on the contact’s timeline, so the context around a conversation is never split between views. Open the contact from a thread and you’ll see the texts alongside everything else that’s happened.
Working a Conversation
1
Find the conversation
Search the conversation list or scan for unread indicators. The last-message preview tells you where each thread stands before you open it.
2
Read the thread
The thread view shows the full history. Sender labels make it clear what the contact said, what you sent, and what your AI agent handled.
3
Reply
Type your reply and send. Texts go out from your workspace number — see Phone Numbers for setting that up.
Sending Guardrails
Two guardrails apply to every outbound text:
For the full picture of opt-out handling and texting rules, see Texting Compliance.
Who Can Send
How Conversations Start and Hand Off
- Inbound texts from new numbers automatically create a contact — no lead falls through because they texted before they were in your CRM
- A reply pauses any active drip — when a lead responds to an automated message from an SMS drip, the drip pauses instantly and the conversation moves to human/agent handling
FAQ
What happens if I text someone at night?
What happens if I text someone at night?
Nothing bad — Spark holds the message. Texts to a lead outside 8am–9pm in the lead’s local time are queued and delivered in the morning.
Why can't I send to a particular contact?
Why can't I send to a particular contact?
They’ve opted out, most likely by replying STOP. Spark blocks all texting to opted-out contacts. See Texting Compliance for how opt-outs work.
A lead replied to a drip — will the campaign keep texting them?
A lead replied to a drip — will the campaign keep texting them?
No. The drip pauses the moment they reply, and the conversation is handed to you or your AI agent. See SMS Drip Campaigns.
Someone texted my number who isn't in my CRM — where did they go?
Someone texted my number who isn't in my CRM — where did they go?
Spark created a contact for them automatically. The conversation is in your Inbox and the new contact record holds the thread.
How do I tell whether my AI agent or I sent a message?
How do I tell whether my AI agent or I sent a message?
Every message in the thread view carries a sender label — contact, you, or your AI agent — so the history is always unambiguous.