Managing Multiple SMS Conversations Just Got a Whole Lot Smarter

February 24, 2026

Order from SMS chaos

If you watch your agents handling SMS alongside phone calls, you’ll know the challenge of needing to flick between conversations, losing context, and trying to keep up with replies from multiple customers at once. It’s the kind of friction that slows everything down and quietly chips away at the customer experience.

We’ve been listening, and the latest update to CyDesk addresses this head-on with a completely refreshed SMS interface that changes the way agents manage multi-threaded conversations.

Pop Out, Float, and Stay in Control

The new approach is simple and intuitive.

When an agent opens an SMS conversation, it now pops out as a floating window on top of their CyDesk interface. Open multiple messages, and they all pop out too. Each conversation sits in its own window, and agents can position them wherever they like on screen.

This means no more jumping in and out of a single SMS panel trying to remember where you were. You can see every active conversation at a glance, watch replies come in in real time, and respond to each one without losing your place in the others.

Stack, Minimise, or Make Them Vanish

Not every moment calls for all windows to be visible. That’s why our new interface gives agents full control over how their workspace looks at any given time.

Minimise your SMS windows, and they stack neatly together into a tidy, compact group, out of the way, but instantly accessible. The whole stack can be moved wherever suits you. And if you need your screen completely clear for a moment, there’s a hide button that makes everything disappear with a single click. Click it again and everything reappears exactly where you left it.

The dial pad works the same way: pop it out, position it, minimise it into the stack. It’s a consistent experience across the tools agents use most.

Built for the Way Agents Actually Work

This isn’t just a cosmetic update. It’s a rethink of how agents juggle multiple channels simultaneously. Whether someone is mid-call, responding to an SMS queue, or both at once, the floating window system keeps everything manageable without cluttering the screen or demanding constant tab-switching.

And this is just the beginning. The same philosophy is being extended, with plans underway to bring similar pop-out and stack functionality to callback queues and other CyDesk features. There’s also exciting development ahead for front-of-house and operator console scenarios, where the ability to manage multiple live interactions from a single, flexible workspace will be genuinely transformative.

Smarter Workspaces, Better Conversations

The best contact centre technology gets out of the way, letting your team focus on the customer. This update to CyDesk’s SMS interface does exactly that, giving agents the flexibility to work the way that makes sense for them, without the noise.

If you’d like to see the new SMS interface in action, get in touch with the Cytrack team, and we’ll walk you through it.