Conversations
Reply, assign, filter and organize messages from every channel.
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- How to assign a conversation to a team memberOpen the conversation in Conversations and, in the right panel, pick the user in the contact's owner field. The conversation then shows up in that person's My Inbox. To loop in a teammate without changing the owner, use an internal comment with @.
- How to chat privately with your team using internal chatIn Conversations, click New › Internal Chat, pick your teammates and click Start Chat. The thread lives under My Inbox › Internal Chat, visible only to participants, and supports text, emojis and attachments.
- How to create and use saved replies (snippets) in conversationsIn Conversations › Snippets, click New Snippet, choose text or email, name it, write the message and save. To use one, open the conversation, click the snippets icon in the composer, pick the snippet, review it and send.
- How to create and work through manual actions (calls and SMS) in ConversationsManual actions are call or text tasks a workflow creates for someone on your team to do by hand. Create them in Automation › Workflows with the manual call or manual SMS action, and work them in Conversations › Manual Actions by clicking Let's Start.
- How to filter conversations and mark them as read or unreadIn Conversations, use the filter icon to show only the conversations you need (owner, mentions, channel, tags, last message direction). To mark one as read, reply or click the mark-as-read icon at the top of the conversation; for several, select them and use the bulk actions bar.
- How to leave internal comments and mention teammates in a conversationOpen the conversation in Conversations, switch the composer channel to Internal Comment, type your note (use @ to mention a teammate) and click Send. The contact never sees these comments; only your team does.
- How to reply to a conversation and choose the sending channelOpen the conversation in Conversations, pick the channel in the composer's channel selector (SMS, email, WhatsApp, Facebook, Instagram, website chat or internal comment), type your message and click send. For SMS you can also choose the sending number (From) and the contact's number (To).
- How to save conversation filters as views and share them with your teamIn Conversations › Views, click Create View, name it, set your filters (assignee, channel, tag, SLA…) and click Create View. The view sits in the list for one-click access; an admin can share it from the view's menu.
- How to see a form's answers inside the contact's conversationIn the form builder (Sites › Forms), under settings, turn on Create Conversation on Submission and save. From then on each submission shows as a card in the contact's conversation in Conversations, with a View Submission button.
- How to send an email with CC and BCC from a conversationIn the conversation, pick the email channel, click the CC/BCC field next to To, choose a contact from the list or type another address, and send. CC recipients can see the other recipients; BCC recipients stay hidden.
- How to send files, images and videos in a conversationIn the conversation, click the attachment icon (paperclip) or the three dots › Attach Files, choose to upload from your computer or pick from the media library, and send. You can also paste an image with Ctrl + V. Files too large for the channel go out as a link.
- How to set a maximum response time (SLA) for conversationsIn Conversations › Settings, turn on SLA Settings, choose a common or per-channel SLA, set the "Due Soon" and "Overdue" times, decide whether workflow and AI messages count as replies, and save. Every new conversation then shows a grey, orange or red timer.
- How to talk to website visitors in real time with live chatIn Sites › Chat Widget, create a widget with the Live Chat type, set the intro and inactivity messages and install the code on your site. Visitor messages land in Conversations with a chat icon, and you reply right there.
- How to use the Conversations inboxIn Conversations you see messages from every connected channel (WhatsApp, Instagram, Facebook, SMS, email and website chat) on one screen. Pick the inbox on the left, work the list and thread in the middle, and see the contact's details on the right.