The Interactions tab in the Sync app is your central workspace for business messaging. From this tab, users can view and manage External SMS conversations, send Direct messages to coworkers, and participate in Channels for group communication.
The Interactions tab supports day-to-day messaging workflows in one place, making it easier to stay connected with customers and team members without switching between separate tools.
Interactions vs Inboxes
The Sync app separates general messaging from conversation management workflows.
- Interactions — Used to send and receive SMS and instant messages, including External, Direct, and Channel conversations.
- Inboxes — Used to manage shared inbooxes with assigned conversations for teams to handling group workflows.
If you need to participate in a message conversation, start in Interactions. If your organization uses shared messaging workflows, some conversations may also be managed through Inboxes.
SMS Registration
SMS capability must be reigstered on assigned user phone numbers. If you need SMS and currently do not have access to an SMS registered phone number, talk to your administoar or reach out to net2phone Canada Technical Support.
Open the Interactions tab
Access the Interactions tab from the bottom navigation bar in the Sync app.
- Open the Sync app.
- Select Interactions from the bottom navigation bar of the left panel.
The Interactions tab displays your conversations, including SMS/MMS messages, direct messages, and channel conversations.
Understand the Interactions filters
Use the filters at the top of the Interactions tab to switch between conversation types.
- All — Displays all available conversations in one list.
- External — Displays SMS and MMS conversations with external contacts and customers.
- Direct — Displays one-to-one internal messages with other users.
- Channels — Displays group conversations used for team communication.
Select a filter to focus on the conversation type you want to review or continue.
Send a new message
Start a new conversation from the Interactions tab using the compose icon.
- From either the Activity tab or the Interactions tab, click the compose message icon.
- Search for a contact or enter a phone number.
- (Optional) If your account has been assigned multiple SMS numbers, click the From dropdown menu to change your outbound number.
- Type your message in the message field.
- Select the Send icon.
Message notifications
New messages appear in the Interactions list and will display unread indicators depending on your notification settings. Select a conversation to view new messages and reply.
⚠️ Device Notication Settings
Notification behaviour may vary depending on your device settings and browser notification permissions.
Reply to a message
Continue an existing conversation directly from the conversation panel.
- Open either the Interactions or the Activity tab.
- Select a conversation from the list to open it in the middle panel.
- Enter your message in the Write a message field.
- Select the Send icon.
Conversation history remains visible in the thread, so you can review previous messages before replying.
Use messaging tools in a conversation
Additional tools are available in the message composer and conversation header to support daily messaging tasks.
- Emoji — Add emojis to a message.
- Attachment — Attach a file or supported item to a message.
- Call — Start an audio call from a conversation, when available.
- Video — Start a video call from a conversation, when available.
Available options may vary depending on the type of conversation and your assigned permissions.
Understand Channels
Use the Channels filter to view and participate in group messaging. Channels can support ongoing collaboration, team updates, and shared conversations.
