Conversations inbox basics

Conversations is one inbox for all your messages with customers: texts, emails and other connected channels.

The layout

• Left: your list of conversations, with search and filters.

• Middle: the messages in the conversation you picked, with the message box at the bottom.

• Right: details about the contact.

[Screenshot: Conversations inbox showing the list, the message thread and the contact panel]

Tabs and filters

Use the tabs at the top of the list:

Use the status filter to show Open, Closed or Snoozed conversations, or All statuses. You can also filter by the person a conversation is assigned to.

Start a new conversation

1. Click New Conversation.

2. Search for a Contact by name, email or phone. If they are new, create them right there.

3. Choose a Channel, such as SMS or Email. For email, you can add a Subject.

4. Click Start Conversation, then type your message.

Tips

• Messages arrive in real time. You don't need to refresh the page.

• Use the search icon to search message content, not just names.

• Want alerts on your phone? Turn on push notifications.