What is the Conversations section?

The Conversations section is designed to help you stay organised with client communication.

Whether you are managing SMS, email, chat or other communication channels, this section helps you keep everything in one place.

Step 1: Access conversations

From your dashboard:

• Log in to your account.
• Find Conversations in the menu on the left.
• Click it to open the conversations inbox.

Understanding the conversations interface

Once you are inside the Conversations section, you will see a few key areas.

Inbox

This is where your messages appear.

You will see a list of conversations, including the contact name, the latest message and when the message was received.

Filters

Filters help you narrow down your messages so you can focus on what matters.

You may be able to filter by:

• All messages.
• Unread messages.
• Assigned to me.
• Missed conversations.

Search bar

Use the search bar to find a specific conversation by keyword, contact name or phone number.

Step 2: View a conversation

Click on any conversation in the inbox to open it.

You will be able to view the full message history, including both messages received from the client and messages sent by your team.

Step 3: Reply to a message

Once you are inside a conversation, you can reply directly from the conversation window.

• Click into the message box at the bottom.
• Type your reply.
• Check the sending channel if more than one option is available.
• Click Send.

Step 4: Assign conversations

You can assign conversations to specific team members for follow-up.

To assign a conversation:

• Open the conversation.
• Look for the Assign or Assigned User option.
• Choose the team member responsible for the conversation.

This helps make sure the right person follows up and avoids multiple people replying by mistake.

Step 5: Tag contacts

Tags help you organise and categorise your contacts.

Inside the conversation view, you may be able to add tags based on the type of conversation.

Tags are useful for segmenting leads, clients and future marketing campaigns.

Step 6: Send media or files

You can send images, files or other media during a conversation if needed.

• Look for the attachment icon, usually shown as a paperclip.
• Select the file or image from your device.
• Send it inside the conversation.

Step 7: Automate responses

You can set up automated workflows to respond to messages when you are unavailable or when certain conditions are met.

To set up automation:

• Go to the Automation section.
• Create a new workflow.
• Choose the trigger and actions for the automated response.

This can be useful for missed messages, out-of-hours replies or follow-up reminders.

Managing conversation settings

Notification settings

You can manage how you are notified about new messages and replies.

• Go to Settings.
• Open Notifications.
• Choose how you want to be notified about new messages.

Message templates

Message templates help you save time and keep replies consistent.

• Go to Settings > Templates.
• Create a new message template.
• Use the template when replying to conversations.

Advanced conversation features

Live chat

If live chat is enabled on your website, messages from website visitors can appear inside the Conversations section.

To set this up, go to your website or settings area and enable live chat if available on your account.

Email conversations

You can also manage email conversations from the same inbox. Inbound and outbound emails can be stored and displayed in the Conversations section.

Facebook Messenger

If your Facebook account is connected, you may be able to manage Facebook Messenger messages from the Conversations section.

To enable this, go to Settings > Social Accounts and link your Facebook account.

Automated follow-ups

You can create follow-up reminders so important messages or leads are not forgotten.

These can be set up inside the Automation section.

Quick tips

• Check the inbox daily so clients are not left waiting.
• Use filters to focus on unread, missed or assigned conversations.
• Assign messages to the right team member when needed.
• Use templates for common replies to save time.
• Keep replies professional, friendly and clear.