# Manage Apple Messages conversations

Use [**Apple Messages > Conversations**](https://bird.com/dashboard/w/apple-messages/conversations) to receive and reply to customer requests. You need channel read access to inspect conversations and write access to reply or change assignment.

![Goldcrest conversation showing the customer transcript, assignee, routing context, and reply composer.](/images/docs/dashboard-apple-conversation.png)

[View the screenshot at full size](/images/docs/dashboard-apple-conversation.png).

## Find the conversation

Filter the list by business, status, queue, assignment, or labels. Open a row to see its transcript beside the list. The header identifies the business; check it before replying when your workspace contains more than one.

Use **Previous conversation** and **Next conversation** to move within the filtered list page. Return to the full list to change your selection. In the transcript, **Older messages** and **Newer messages** load additional history.

An empty filtered list does not mean the workspace has no conversations. Clear filters before investigating a missing customer message.

## Assign the work and add context

1. Open **Assignee** and select **Assign to me** to take responsibility, or choose a workspace teammate.
2. Use **Unassign** when returning work to the team. Tell the next operator what needs attention through your team's agreed handover process.
3. Open **Labels**, select an existing label or add a meaningful one, then **Save**. Labels such as `store-visit` and `needs-follow-up` describe work; they do not execute a workflow.
4. Use **Mark as read** after reviewing the conversation. This clears Bird's unread state; it does not create a customer-device read receipt.

A queue value describes the conversation's routing context. It does not establish that someone is assigned or available. Check **Assignee** explicitly.

## Send a reply

Read the recent transcript and the customer's request before using **Reply to the customer**. Enter your response and select **Send reply**. Bird records acceptance and shows the message in the transcript.

For a native message, open **Actions > Template**, choose a saved draft, and follow [template preparation and sending](/docs/guides/apple-messages/templates#send-the-reviewed-template). The customer receives the prepared content; preview examples are not inserted automatically.

While you compose in the reply box, Bird sends typing signals to the customer. Outgoing replies also have a typing signal before the message. Verify the customer-visible behavior on an Apple device when preparing your [Experience Review demo](/docs/guides/apple-messages/experience-review#demonstrate-typing-indicators).

The conversation must be open. A connected **Draft** business can reply in authorized test conversations before approval. A **Closed by customer** conversation cannot receive an ordinary reply. The customer must start messaging again to reopen it; assigning it to someone else does not reopen it.

## Read customer and device context

The details show status, queue, language, message count, labels, and available intent or group values. The customer is identified by Apple's opaque user ID. A phone number or an imported contact is not a replacement reply address.

Expand **Device capabilities** when checking an unavailable native interaction. Known capabilities can prevent preparation of an unsupported interaction. **Not advertised** means support is unknown; it does not prove that a device supports the content. Offer a text or accessible web alternative and verify complex interactions on a device.

Native choices and form answers appear in the transcript. Expand the sent message's options when you need to compare the answer with the original choices. A selected appointment or submitted form still needs the corresponding booking or case action in your business system.

## Recover from a problem

- **The reply control is unavailable:** check **Open** status and your write permission. For a **Draft** business, use an authorized test conversation.
- **A teammate is missing:** check their workspace membership and refresh the assignment menu.
- **A reply was accepted but the customer cannot see it:** inspect the record in [Messages](/docs/guides/apple-messages/messages) before resending.
- **A template is missing:** use the browser and workspace where it was saved; [template drafts are browser-local](/docs/guides/apple-messages/templates#understand-where-drafts-are-saved).

See [troubleshooting](/docs/guides/apple-messages/troubleshooting) for ordered checks and the information to provide to support.