Conversations
Every message with your contacts — email, SMS, live chat, Facebook, Instagram, and internal team notes — in one unified inbox.
26 articles
Getting Started
- Getting Started with the Conversations TabEvery message with your contacts, across every channel, in one unified inbox.
- Mark a Conversation as Read or UnreadOpening a message doesn't clear it — conversations stay unread until they're handled.
- Filter and Organize Your ConversationsCut straight to the conversations that matter with assignee, channel, and tag filters.
- Create and Share Custom Conversation ViewsSave a filter combination as a named view and share it with your team.
Messaging Channels
- Set Up Live Chat and Web ChatLet website visitors chat in real time, with messages landing in your inbox.
- CC and BCC in the Email ComposerLoop other people into an email reply, visibly or invisibly.
- Choose Which Phone Number Sends and Receives SMSControl the From and To numbers when your business runs multiple lines.
- Start a Group SMS ConversationPut up to nine participants in a single shared text thread.
- Use Quick Replies for Facebook and InstagramGive contacts tappable buttons instead of asking them to type a response.
- Send and Receive Attachments in ConversationsShare images, documents, and video directly from a conversation thread.
- View Form Submissions in ConversationsHave form submissions appear in the contact's thread so you can reply in place.
Working Faster
- Use Snippets for Faster RepliesSave your repeat answers once and drop them into any conversation in a click.
- Save Draft Messages AutomaticallyUnfinished replies are kept for you, so nothing gets lost to an interruption.
- The Right Panel: Manage Contacts, Appointments, and OpportunitiesUpdate details, book appointments, and move deals without leaving the thread.
- Stay Updated with Activity CardsSee opportunities, appointments, and invoice activity right inside the thread.
- Get AI Response Details in a ConversationSee why the AI answered the way it did — and correct it on the spot.
- Contact Engagement ScoreA running score that shows how actively each contact is interacting with you.
Team Collaboration
- Add Internal Comments and Mention TeammatesLeave private team notes inside a thread the contact never sees.
- Use Internal Chat for Private Team MessagesA standalone private messaging space for your team, separate from customer threads.
- Manage Manual Call and SMS TasksQueue up workflow steps that need a real person to call or text.
Automation
- Track Clicks and Trigger Workflows with Trigger LinksTrackable URLs that log who clicked and can start a workflow instantly.
- Log External Calls into a ConversationBring calls made through a third-party phone system into the contact's history.
- Send Instagram DMs from a WorkflowAutomate Instagram direct messages from your connected business page.
Service Levels & Support
- Set Up SLA Timers for ConversationsSet response-time targets and track them automatically on every conversation.
- Monitor SLA PerformanceSee how your team is actually performing against your response-time targets.
- Conversations FAQAnswers to common questions about how Conversations behaves in specific situations.