How to change the status of a conversation

You will learn 

Learn how to manage your SMS conversations, including how to: 

• Block a profile
• Snooze a message
• Close a message thread
• Re-open a message thread

Block a profile

If you no longer want to receive messages from a certain phone number or profile, you can block their messages. Any messages from this sender will disappear permanently from your SMS conversations, and you won’t see any new messages they send. There is no way to recover messages after they’ve been blocked.  

1. Got to the Conversations tab.
2. Open the conversation from the profile you want to block. 
3. At the top of the message thread, select the 3 vertical dots.
    
4. From the dropdown, select Block profile.
   

Snooze a conversation

Snoozing temporarily hides a conversation from your open messages for a set period of time. Once the time passes, the conversations re-appears in your open message.

This functionality is helpful if you have a complex problem that you need time to solve, or as a reminder to close a conversation later.   

1. Got to the Conversations tab.
2. Open the conversation you want to snooze.
3. Click the Snooze button.
   
4. In the resulting modal, select the snooze duration:
   1. Later today (i.e., ~3 hours)
   2. Tomorrow
   3. One week
      
5. Click Confirm to snooze the conversation. 

Once the snooze duration passes, the conversation re-appears under your Open messages. 

If you want to view your snoozed messages:

1. Select the message status filter
2. Choose Snoozed.
   

Mark messages as unread

To easily come back to a message, mark it as unread. The unread indicator (a blue dot) will reappear on the message.

1. Got to the Conversations tab.
2. Open the conversation you want to mark as unread. 
3. At the top of the message thread, select the 3 vertical dots.
    
4. From the dropdown, select Mark unread.
   

Once you do this, the unread indicator (blue dot) re-appears for this conversation.  

Close a conversation

Archiving helps organize your SMS conversations by moving a message out of your Inbox and into a separate folder. You can still access these messages by navigating to the Archived tab, but they won’t clutter up your inbox. 

Note that when a customer sends a new message after a conversation is archived, Klaviyo will automatically unarchive the conversation and it will appear in your inbox. 

6. Got to the Conversations tab.
7. Navigate to the conversation you want to close.
8. Click the Close button.
   

Re-open a conversation

If you want to move an archived message back to your inbox, unarchive it.

1. Got to the Conversations tab.
2. Filter by message status.
   
3. Select Closed. 
4. Click into the conversation you want to re-open
5. Select Re-open.
   

The message will reappear in the inbox in chronological order of the last message sent.

Additional resources

• Guide to SMS conversations in Klaviyo
• How to provide mobile support with Klaviyo SMS