Sending a New Message

Messaging Basics in Onoff Business

Onoff Business makes it easy to send messages, manage multiple numbers, and keep conversations organized. Whether you’re sending a quick text, reaching multiple contacts, or using several Onoff numbers, the messaging system is designed to stay simple and structured.

This guide explains how to send messages and how threads are organized when using multiple numbers.

Starting a New Message

Sending a new message only takes a few steps.

Steps to send a message

1. Open the New message window from the quick actions button.
   
2. Enter the contact’s name or phone number in the recipient field.
   
3. Select the correct contact or number from the search results.
   
4. Type your message in the text area.
   
5. (Optional) Attach an image using the attachment icon.
   
6. Click or tap Send.
   

Sending to multiple recipients

You can send the same message to several contacts at once:

• Select multiple recipients from your contact list.
  
• Up to 20 contacts can be included in a single message.
  
• Messages are sent individually to each contact.
  

What happens after sending

• The new message window closes.
  
• Your message appears at the top of your conversation list.
  
• A new thread is created if it’s your first message to that contact.
  
• Otherwise, the message appears in the existing thread.
  

Sending Messages with Multiple Onoff Numbers

If your account has more than one Onoff number, you can choose which number to send messages from.

Standard sending process

1. Open the New message window.
   
2. Enter and select the recipient.
   
3. Write your message.
   
4. Attach a picture if needed.
   
5. Click Send.
   

What happens next depends on whether the contact already has a default Onoff number assigned.

When the contact has no default number

If the contact is not assigned to a specific Onoff number:

• A dropdown list of your Onoff numbers appears.
  
• Select the number you want to send the message from.
  
• The selected number is highlighted.
  
• Click Send again to confirm.
  

The message is only sent after a number is selected.

When the contact has a default Onoff number

If a default number is already assigned to the contact:

• The default number is displayed on the send button.
  
• You can send the message with a single click.
  

Changing the sending number before sending

If you want to use a different number:

1. Click or hover over the number selection button.
   
2. Choose another Onoff number from the list.
   
3. The button updates to reflect the selected number.
   
4. Click Send to send the message from that number.
   

What happens after sending

• The message window closes.
  
• The message appears at the top of your conversation list.
  
• A thread is created or updated based on:
  
• The Onoff number used
  
• The recipient’s phone number
  

How Message Threads Are Organized

When you use multiple Onoff numbers, conversations are organized using two key elements:

• The Onoff number used
  
• The contact’s phone number
  

Each combination creates a separate message thread.

What this means in practice

If you contact the same person from different Onoff numbers:

• Each number creates its own conversation thread.
  
• For example:
  
• A message from your “Sales” number creates one thread.
  
• A message from your “Support” number creates another.
  

These threads remain separate to keep communications organized by purpose.

Replying in existing threads

When you reply within an existing conversation:

• The system automatically uses the Onoff number linked to that thread.
  
• You don’t need to select a number again.
  

Why This System Is Useful

This structure helps teams:

• Keep conversations organized by department or function
  
• Avoid confusion between different business lines
  
• Maintain clear communication histories with each contact
  

Each thread represents a specific relationship between one Onoff number and one contact, making it easy to track discussions over time.