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Conversations

How to use the Conversations inbox

In 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.

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Before you start

  • Your user needs the permission to view and manage conversations. If you don't see the Conversations menu, ask your account admin.
  • Only messages from channels that are already connected show up (for example WhatsApp, Facebook, Instagram, email, a phone number or website chat).
  • To see the whole team's conversations, your user needs access to all data. Users limited to assigned data only see their own conversations.
Where to find it

Conversations

Step by step

Get to know the four areas of the screen

  1. In the left menu, click Conversations.
  2. In the left column, pick the inbox you want:
    • My Inbox: conversations assigned to you or that you follow.
    • Team Inbox: every conversation in the account (requires access to all data).
    • Internal Chat: private chats between teammates, separate from customer conversations.
  3. The second column is the conversation list. The unread count updates in real time and stays visible on every tab. Use the sort icon to show newest or oldest first, and the filter icon to show only what you need.
  4. Click a conversation to open the thread in the middle. You'll see every message with that contact across all channels (email, SMS, WhatsApp, Facebook, Instagram, internal comments) plus activities such as appointments or payments.
  5. If the conversation has unread messages, you're taken straight to the first one, marked with a New divider. The divider stays until you reply or mark the conversation as read.
  6. To show only one kind of item in the thread (for example only emails, only internal comments or only activities), use the message filter at the top right of the thread.
  7. The right column holds the contact's details: fields, tags, owner, opportunities, appointments, invoices and payments. You can edit them without leaving the conversation.
  8. To make more room, collapse the left column with the icon in the middle of it and the right column with the icon on the right edge of the screen.

Archive a conversation

  1. Open the conversation you want to move out of the main list.
  2. Click Archive.
  3. The conversation leaves the Recents tab but stays complete under the All tab. Nothing is deleted.
  4. If the customer writes again, the conversation stays archived but shows up under Unread so you don't miss it.
  5. To bring it back, open it and click Unarchive.

Tips

  • Keyboard shortcuts: Ctrl + K (or Cmd + K on Mac) to search, Ctrl + Enter to send, and Ctrl + Shift + E to open the full-screen composer. Press ? inside Conversations for the full list. Shortcuts can't be customized.
  • Internal comments are never sent to the customer, so use them to coordinate with your team right inside the thread.

Common problems

  • I can't see the Team Inbox → Your user only has access to assigned data. Ask your admin to give you access to all data in Settings › My Staff.
  • I opened the conversation and it's still unread → That's on purpose, so no message is treated as handled without a reply. Reply, or click the mark-as-read icon at the top of the conversation.
  • I can't find an old conversation → It may be archived. Look under the All tab or use search (Ctrl + K).
  • The list shows fewer conversations than expected → A filter is active. Open the filter panel and remove the rules you don't want.
  • Messages from a channel don't show up → Check that the channel is connected (for example, in Settings › Integrations for Facebook and Instagram).

Frequently asked questions

Can the customer see the notes I write in a conversation?

No. Internal comments are visible only to your team.

Does archiving delete the conversation?

No. The conversation and its full history remain available under the All tab.

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