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Conversations Overview

Conversations is your unified inbox for every customer communication across SMS, email, WhatsApp, and voice calls. It is the command center where AI agents and human team members monitor messages, reply instantly, track leads, and manage pipelines — all in one place.

Video Walkthrough

Watch: Conversations & Unified Inbox: Manage Every Customer in One Place — 0:00–0:12

What Is Conversations?​

Conversations brings every channel into a single view so nothing falls through the cracks. Instead of switching between email, SMS, and WhatsApp apps, your entire team works from one shared workspace.

The interface uses a three-panel layout:

  • Left panel — conversation list showing all active threads, with contact names, message previews, and status indicators.
  • Center panel — the full message thread for the selected conversation, including a reply compose area at the bottom.
  • Right panel — contact details, lead insights, custom fields, and pipeline stage for the person you are talking to.

Why It Matters​

  • Unified history — every interaction with a contact lives in one thread, regardless of which channel it came from.
  • Faster response times — reply from the same screen where you review context, lead data, and conversation history.
  • Team visibility — everyone on your team sees the same conversations, assignments, and pipeline stages.
  • AI and human collaboration — AI agents handle conversations automatically while your team can step in at any time.

Key Capabilities​

  • Send and receive messages across SMS, email, WhatsApp, and voice.
  • Assign conversations to AI agents or team members.
  • Move contacts through pipeline stages without leaving the inbox.
  • Create tasks, set priorities, snooze threads, and pin important conversations.
  • Search, filter, and save custom views to organize your workload.
  • View complete contact details, billing history, and custom fields in the sidebar.

Next Steps​

  • Navigating the Inbox — learn the three-panel layout and how to sort, filter, and manage conversations
  • Pipelines — understand how pipeline stages work across your CRM
  • Contact Details Sidebar — explore the right panel for contact insights, billing, and custom fields