Getting Started with the Conversations Tab

Conversations is where every message with your contacts lives — email, SMS, WhatsApp, live chat, Facebook and Instagram DMs — in one unified inbox instead of scattered across separate tools.

Layout

The screen is organized into a few panels:

• Inbox panel — switch between your personal inbox, your team's shared inbox, and internal chat with teammates.
• Chat list — the list of conversations matching whatever filter or view you have selected; supports selecting multiple conversations for bulk actions.
• Message thread — the main area where you read and reply, showing every channel's messages in one combined timeline for that contact.
• Right panel — contact details, upcoming appointments, opportunities, documents, and payments for the person you're talking to, without leaving the thread.

Key things to know

• Unread conversations are tracked with a live counter, and a "New" divider marks exactly where unread messages start in a thread.
• You can filter conversations by tag, channel, assignee, and more, combining multiple conditions at once.
• You can reply through a full-screen composer or a smaller inline one, and switch which channel you're replying on without leaving the conversation.
• The message timeline can be filtered to isolate just emails, just internal notes, or just a specific type of activity.
• Panels can be collapsed or expanded so you can set up your workspace the way you like it.

Where to go next

The rest of this section covers specific things you can do inside Conversations — filtering, live chat, snippets, internal comments, SLAs, and more. This article is just the map of the room.