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The message box at the bottom of every conversation lets you send across any connected channel. Switch channels mid-conversation by clicking the channel icons above the message box.

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Choosing a channel

Available channels depend on which integrations the contact has. Current options in Hoop:
  • Email
  • SMS
  • Facebook & Instagram Messages
  • GMB Messages
  • TikTok DMs
  • Web Chat Widget
  • WhatsApp
  • Internal Comments (private team notes, not visible to contacts)
Channel selector

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Starting a new conversation

Click the + bubble icon to compose a fresh message to any contact or team member.
New message options
1

Choose conversation type

A pop-up asks whether you are messaging contacts or team members.
2

Single contact conversation

Select Single Contact Conversation, choose the contact, pick a channel, then click Create Conversation.
3

Group SMS

Select Group Conversation, choose a phone number, add 2–10 contacts, then click Create Conversation.
All participants can see each other’s phone numbers in a group SMS thread.
4

Internal chat

Select one or more team members, then click Create Internal Chat. Search by name or email address.
Select contacts

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Sending an SMS

1

Open the SMS channel

Open a conversation and click the SMS tab. The message box appears at the bottom.
SMS window
2

Compose your message

Type your message. Use the toolbar icons for additional features:
  • Smiley face — emoji picker (search by keyword or browse categories)
  • Paperclip — attach files or images (keep total size under 500 KB for best delivery)
  • Paper icon — insert a saved SMS snippet
  • Lightning bolt — insert a trigger link
  • Tag icon — insert a custom value (e.g., first name)
  • Dollar sign — request payment via a payment link
3

Send now or schedule

  • Send now — click the paper plane button.
  • Schedule — click the timer icon, set date, time, and timezone, click Schedule, then Send Later.
SMS snippets
Schedule SMS

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Canceling a scheduled SMS

Click Cancel next to the queued message and confirm. The draft is permanently deleted.
Drafts are saved automatically. Close a conversation before sending and your draft is waiting when you return. Collapse the message box with the line icon at the top right.

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Sending an email

1

Open the email channel

Click the Email tab in the conversation.
Email compose
2

Fill in header fields

  • Sender — name and address shown to the contact
  • Recipient — contact email; add CC or BCC as needed
  • Subject — first line recipients see in their inbox
3

Format and enrich the body

  • Click A for formatting options (bold, italic, lists, etc.)
  • Click {…} to insert custom merge fields
  • Click the link icon to add a hyperlink (opens in same or new tab)
  • Click the paperclip to attach files
  • Click the paper icon to insert a saved email template
Email formatting
4

Send now, schedule, or use AI scheduling

  • Send now — click Send.
  • Schedule — click the dropdown arrow next to Send → Send Later → set date/time/timezone → Send Schedule.
  • AI Scheduling — choose a time window (e.g., next 48 hours) → Send with AI Optimization. The AI picks the highest-engagement moment in that window based on the recipient’s historical patterns.
Email schedule
AI email schedule

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CC and BCC

In the email composer, click CC or BCC next to the To field. Type an address or pick from your contacts. CC recipients can see each other; BCC recipients are hidden from all others.

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Sending a group SMS

1

Open new conversation

Click the + icon in Conversations.
Group SMS create
2

Select Group Conversation

Choose Group Conversation and select the CRM number to send from.
Group SMS setup
3

Add participants

Select 2–10 contacts from your contact list.
4

Send

Click Create Conversation, compose your message, and send. All participants receive it and can reply to the entire group.
Group participants
  • Enhanced collaboration — stakeholders stay in one thread.
  • Centralized messaging — no need for individual messages.
  • Real-time engagement — all participants can reply in context.
Click the three dots below a sent message → Details to see per-contact delivery status (sent, delivered, or failed). Tags like “Updated” or “Deleted” appear beside contacts whose numbers have changed.
Users with assigned data access can only create group chats with their assigned contacts. Admins have access to all account numbers; users access their assigned and unassigned numbers.

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Scheduling messages

Any channel supports scheduled sending.
1

Compose your message

Choose your channel and write your message.
Schedule channel
2

Open Send Later

Click the dropdown arrow next to Send and choose Send Later.
Send later
3

Set date and time

Pick a date, set the time (24-hour format), and choose the timezone. The contact’s timezone is pre-selected if available.
Schedule date
4

Confirm

Click Schedule. The message shows a Cancel link until the send time passes.
Once a scheduled message’s send time has passed, the Cancel option is no longer available.
Last modified on March 4, 2026