> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage the message board

> Reply to the customers who need a person, and keep everything moving.

Every text conversation from your campaigns shows up in one place. Your job is simple: reply to the ones that need a person, then move them along.

## Before you start

Set up **Team Notifications**, so the right people are notified when a conversation needs a person. You'll find it in the sidebar.

> [!NOTE]
>
> Team Notifications is new and is rolling out now. If you don't see it yet, ask your Avoca team. See [Configure Team Alerts](https://help.avoca.ai/business-info/team-alerts.md) for how to choose recipients.

Find it at **Channels → Messages → Conversations**. Use the **Board** and **Table** buttons to switch views.

## What each column means

* **AI Handling:** Avoca is replying. You don't need to do anything.
* **Human Handling:** the conversation was escalated, or someone on your team is talking with the customer now.
* **Human Followup:** a conversation you moved here to come back to. Moving it here is manual. Not every account has this column.
* **Resolved:** an appointment was booked, or the conversation ended.
* **Opted Out:** the customer asked to stop, and Avoca won't contact them again.

## Your daily check

**1. Start with Human Handling**

Open the **Human Handling** column first. These customers are waiting for a person.

**2. Read the whole conversation**

Select a conversation and read the full thread before you reply.

**3. Take it on**

Under **Select owner**, choose yourself or a teammate and select **Assign owner**.

**4. Reply**

Type your message and send it. Pressing Enter sends it.

**5. Move it along**

Select **Move** and choose where it goes next:

* **Move to Human Followup:** you still owe the customer an update. If you don't see this option, leave the conversation in **Human Handling** until you've followed up, or use **Schedule reminder**.
* **Move to AI Handling:** you answered their question and want Avoca to keep going and book the job.
* **Move to Resolved:** the conversation is done and needs no more texts.

## Find a conversation fast

* Search by name, phone, email, address or conversation ID.
* Pick a date range.
* Use the filters, like **Unread only**, to see new replies.
* Admins can save a view for the team with **Manage views**.

## Opt-outs

* If a customer replies "STOP", they're marked **Opted Out** automatically.
* To opt someone out yourself, open the conversation, select the **⋮** menu, and choose **Opt out number**.
* Choose **Opt back in** only if the customer told you they want texts again. They can also text START.
* To see everyone who has opted out, go to **Outbound → Exclusions**. See [Exclusions](https://help.avoca.ai/outbound/exclusions.md).

## More options

> **Come back to a conversation later**
>
> On a conversation in **Human Handling** or **Human Followup**, select **Schedule reminder** and choose **Tomorrow**, **In 1 week**, **In 2 weeks** or **In 1 month**.

> **Work on several conversations at once**
>
> Select more than one conversation to see the bulk actions: **Move**, **Assign**, **Mark as read**, **Mark as unread** and **Opt Out**.

For everything else on the Messages page, see [Messages](https://help.avoca.ai/messages/conversations.md).