Add an iMessage line, then text leads from a real blue-bubble thread instead of an SMS.
Who can do this: owners and managers add lines. Anyone with access to the workspace can then message from them.
Unlike SMS, iMessage sending is available now.
Why a separate channel
An iMessage arrives as a blue bubble from a named contact, and carries typing indicators, read state, reactions and voice notes. It is not subject to 10DLC registration, which is what currently blocks outbound SMS.
Each line is a dedicated phone number that Lead Hero provisions for you. It is billed monthly for as long as the line exists.
Add a line
Open Settings.
Select the iMessage tab.
Select Add line.
One row per line. Shown to leads as is the name that appears on the lead's phone, which is worth getting right before anyone messages from it.
Each column matters:
Line is the internal label, for your team.
Shown to leads as is what the recipient sees.
Workspaces decides who can use it, and this one has a sharp edge. See below.
Status must read active before the line can send.
Disable stops a line without deleting it. Deleting is permanent and gives up the number.
Workspace scoping, and the trap in it
A line assigned to a workspace is only offered on leads in that workspace. A line with no workspace is available everywhere.
If a lead is in a workspace your iMessage line is not assigned to, the thread silently falls back to SMS. You get green bubbles, a 10DLC warning, and a composer that will not send, with nothing on screen explaining that an iMessage line exists but is out of scope.
If iMessage is not offered on a lead you expected it on, check the lead's workspace against the line's Workspaces column before anything else. Leaving the line unassigned avoids the problem entirely.
Message a lead
Open Messages.
Select the conversation.
Pick the iMessage line from the tabs above the thread. Lines carry an Apple mark, so they are easy to tell from a phone number.
Type and send.
Your messages are the blue bubbles, the lead's are grey. The tick beside a sent message means delivered.
Use New conversation to start a thread on a line the lead has not been messaged on before.
The thread also offers:
Reactions. Right-click any message to react. Reactions the lead sends appear under the message too.
Voice notes. The microphone button records one, with a waveform while recording and a chance to listen back or discard before sending.
Typing indicators, sent automatically while you type.
What is not there
There is no read receipt. A sent message shows pending, delivered or failed, and delivered is that small tick. Nothing tells you the lead has opened it.
A failed message shows the reason and a Retry link.
When to contact support
Get in touch if a line stays out of active status, a message fails repeatedly with the same error, or a line does not appear on a lead you expect it on and the workspaces match. Include the line name and the lead.
Next steps
Set up and use SMS: the other channel, and why sending is off
Manage organizations, workspaces, and members: what a workspace scopes
Review billing, credits, and usage: where the monthly line charge appears