Conversations
The conversations inbox is a unified view of all messages across connected channels. Instead of checking multiple apps, every message, whether it came in via text, email, website chat, or social media, appears in one place.
How the inbox is organized
The inbox uses tabs to filter conversations:
| Tab | What it shows |
|---|---|
| Unread | Conversations with messages that have not been read yet. |
| Recent | The most recently active conversations. |
| Starred | Conversations that have been starred for quick reference. |
| All | Every conversation, regardless of status. |
The left side of the screen displays the conversation list. Selecting a conversation opens the full message thread on the right.
Reading and replying
To reply to a message, select the conversation, type a response, and send. The CRM automatically routes the reply through the same channel the contact used. If someone sends a text, the reply goes back as a text. If they sent an email, the reply sends as an email.
Managing conversations
- Mark as read or unread. Select one or more conversations, then use the bulk action bar to mark them as read or unread. Use "unread" to flag conversations that need follow-up.
- Star a conversation. Starring keeps important conversations easy to find. Use the Starred tab to quickly access them. Remember to unstar when the conversation is resolved.
- Filter by status. Use Open, Snoozed, and Closed statuses to keep the inbox organized.
How conversations connect to contacts
Every conversation is tied to a contact record. Opening a conversation shows the contact's details, including name, phone, email, tags, and pipeline status. This makes it possible to understand the full context of a conversation without leaving the inbox.
Tips for the inbox
- Reply from the channel they used. If someone texts, reply via text. The CRM handles routing automatically.
- Use templates for common responses. Saved message templates save time and keep messaging consistent. See Message Templates.
- Check unread messages regularly. Speed matters. The faster a lead gets a response, the higher the chance of conversion.