Getting Started: What are Conversations

Conversations View (One-to-One Messaging)

The Conversations view is your central place for managing real-time, one-to-one communication with your patients or contacts. Whether you're following up on an intake form, sending a reminder, or responding to a question, the Conversations view gives you everything you need to personalize and streamline communication—all in one place.

Navigating the Conversation View

On the left-hand side, you’ll see a list of all active conversations with contacts who have opted into communication. This list displays:

• Contact names

• Preview of the most recent message

• Unread message indicators

• Timestamps

To view a conversation, simply click on the contact. The full message thread will load on the right, showing the text history between you and that specific individual.

Using the Message Editor

At the bottom of the conversation view, you’ll find the message editor—this is where you craft and send your messages. Here’s what you can do:

✏️ Type a Message

You can manually type your message or...

📄 Use Templates

Click the “Templates” button to search and insert a pre-saved message. Templates are great for:

• Frequently sent messages (e.g., appointment reminders)

• Standard responses

• Pre-op or post-op instructions

🧩 Add Personalization Tokens

Click the “Personalize” button (or type {{) to insert dynamic fields such as:

• First Name

• Appointment Date

• Provider Name

• Any custom contact property

Subflow will automatically preview the personalized message before sending, so you can ensure accuracy.

📎 Add Attachments & Links

Click the attachment icon or type / to insert any of the following:

• Files (PDFs, images, documents)

• Forms (intake, surveys, etc.)

• Pages (landing pages, FAQs)

• Courses (education programs)

• Meetings (live session links)

This lets you create rich, interactive messages tailored to each contact’s journey.

Message Length & Segment Management

At the bottom right of the text editor, you'll see a character count. Subflow uses a message segment system, where:

• 1 segment = 160 characters

• Maximum message length: 1530 characters

• Best practice: Keep messages under 320 characters for optimal deliverability and cost-effectiveness

⚠️ Warning Indicators:
Subflow will notify you when your message exceeds recommended limits or risks delivery issues.

For longer content, consider:

• Splitting into two messages

• Using a template + link combo (e.g., “Click here to view full info”)

Sending & Scheduling Messages

Once your message is ready, click the Send button to deliver it immediately.

Click the dropdown arrow next to Send to schedule the message for a future date and time—perfect for reminders, follow-ups, or time-sensitive outreach.

Cancel a Scheduled Message

When you schedule a message, it will appear in the chat window for that contact with a calendar icon next to it, indicating that it is scheduled.

To cancel a scheduled message:

1. Hover over the message with the calendar icon.

2. A tooltip will appear showing the scheduled send time and an option to Cancel.

3. Click Cancel, and the message will be removed from the schedule and will not be sent.

🛑 Note: Once a message is sent, it cannot be unsent or edited. Be sure to review scheduled messages before their send time.

Conversation Management Features

You can manage each conversation with additional options:

• ⭐ Favorite — Pin important conversations to the top for quick access.

• 🗃️ Archive — Move completed or inactive conversations out of the main view.

• 🚫 Block — Prevent further messages from users who spam or violate communication guidelines.

• ⏰ Snooze — Temporarily hide a message until a future time when you want to revisit or respond later.

Top Navigation Actions in Conversations

At the top of each conversation view, you’ll find quick-access tools for additional contact management:

• 📝 Add a Note
  Add internal notes to the contact’s record without sending them a message—great for tracking insights, follow-ups, or preferences.
  
  

• 👤 Contact Details
  View and update contact tags, properties, and custom fields directly from the conversation view.
  
  

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• 🔁 Trigger Workflows
  Instantly launch any pre-built workflow for that specific contact—perfect for intake, onboarding, follow-ups, or feedback collection.

✅ Best Practices for Conversations

• Always get opt-in before texting a contact.

• Keep messages clear and under 320 characters when possible.

• Use templates and personalization to save time and build trust.

• Include forms, files, or pages to deliver deeper content without long texts.

• Track and manage conversations with notes and tags for continuity across your team.