Conversations
Reply, assign, filter and organize messages from every channel.
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- How automatically saved drafts work in ConversationsIn Conversations, anything you type in the composer and don't send is kept as a draft. Leave the conversation, switch channels or collapse the composer: when you come back, the text is still there. Internal comment drafts are kept too.
- 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 filter, share and reassign the manual actions queueIn Conversations › Manual Actions, use the filter panel on the left (workflow, call/SMS type, status, assignee) to see only the tasks you need; copy the browser address to send the same queue to a teammate; select tasks and use Bulk Actions › Assign User to hand them to someone else.
- 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 log calls from another phone system in the contact's history (Log External Call action)In Automation › Workflows, build a workflow with the Inbound Webhook trigger that receives the call data from your phone system, identify the contact by phone number and add the Log External Call action, mapping direction, date, numbers, status and recording. The call shows up in Conversations like any other.
- How to manage trigger links from Conversations (search, edit, copy the key and see clicks)In Conversations › Trigger Links, use the search box to find the link, the three dots (⋮) to Edit, Copy URL, Analytics or Delete, and the copy icon next to the link key to paste it into emails, SMS, WhatsApp templates or workflows. The {} button inserts custom values into the destination address.
- 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 see why the AI replied that way and fix the source from the conversationIn Conversations, open the conversation, find the message written by the AI and click the AI icon below it. The side panel shows the response, the prompt, the intent and the sources (FAQ or knowledge base page) and lets you edit the prompt and the sources right there.
- 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 set up the contact engagement score and see it in ConversationsIn Settings › Manage Scoring, click Add New Rule, pick the action (opened an email, replied, booked, paid…) and the points to add or subtract, then switch from Draft to Publish. The score shows on the contact record and in the right panel of Conversations.
- How to start an SMS group chat with several contactsIn Conversations, click Create New Message › Message Contacts › Group Conversation, pick the sending number, add 2 to 9 participants and click Create Conversation. It only works with +1 (US and Canada) numbers from the Elooo System phone system; participants can't be changed afterwards.
- 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 activity cards inside a conversation (opportunities, appointments, DND and invoices)In Conversations, open the contact's conversation: cards show up between the messages whenever an opportunity, an appointment, the Do Not Disturb status or an invoice changes. Click View Opportunity, View Appointment or View Invoice to edit without leaving the conversation. Nothing to set up.
- 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.