Group Messaging allows you to start a single SMS conversation with multiple loan participants — such as a borrower, co-borrower, and agent — so everyone receives the same updates in one shared thread. Group Messaging is accessed through the Messages panel within any contact or loan record.
Who can use this
Engage SMS users. Available on desktop; mobile access coming in a future release.
Setup
Group Messaging is enabled at the organization level. If you do not see the option to start a group conversation, contact your Customer Success Manager or administrator to request access. No additional configuration is needed beyond your existing Engage SMS setup.
Start a group conversation
- From a contact or loan record, select the Message button to open the Messages panel.
- Select New Group Message (or + New Message, then choose Group Message).
- In the Add people field, search for loan participants by name. Suggestions are pulled from the loan record and include each person's role (for example, Co-Borrower, Listing Agent, Appraiser).
- Select each participant you want to include.
- Select Start Group Message.
- Compose your message and select Send.
Only participants who have opted in to SMS can be included. If a participant shows Opted out, they cannot receive messages until they text START to your organization's number. If a participant shows Opt-in pending, they have not yet confirmed consent — messages may not be delivered until they opt in.
View and reply to group conversations
Group conversations appear in your conversation list alongside individual threads, with a clear visual indicator that it is a group. Unread group messages are flagged the same way as individual unread messages. Select any conversation to open the thread, which shows all messages in order with participant names and timestamps.
Replies from any participant are visible to everyone in the thread.
Search conversations
From the Messages panel list view, use the Search conversations field to find a thread by participant name.
Billing
Each message sent to a group conversation counts as one SMS segment per participant in the thread — the same as individual messages. Organizations with higher messaging volume can review current usage in the SMS Management usage graph.
Limitations
- Plain text SMS only. Media attachments (MMS) are not supported in this release.
- Conversations are limited to participants within your organization's tenant.
- Group conversations are user-initiated only; automated Journey-triggered group messages are not supported in this release.
Troubleshooting
I don't see the Messages panel.
Confirm that Engage SMS is enabled on your account. If the icon is missing, contact your administrator.
A participant doesn't appear in the search.
Participants must be linked to the loan or contact record to appear as suggestions. Verify they are added to the loan, then try again.
A participant shows "No phone number."
Add a valid mobile number to their contact record before adding them to a group message.
My message failed to send.
Check that all participants in the thread are able to receive messages. If the issue continues, contact support.
FAQs
Can my customers reply to a group message?
Yes. Replies appear in the shared thread and are visible to all participants.
How many people can I add?
Participants are sourced from your loan record. Group messaging is intended for loan team coordination rather than bulk campaigns.
Are group messages logged for compliance?
Yes. All messages, including group conversations, are logged and tied to the associated loan and contact records.