Quick Answer
What can you manage from the Conversations area?
The Conversations area brings messages, inbox filters, contact details, appointments, opportunities, tasks, notes, internal comments, scheduling, snippets, and other communication tools into one workspace so you can manage contact interactions without constantly switching between sections.
How the Conversations Workspace Works
Messages can arrive through multiple channels, and keeping contact information, activity, and follow-up organized can become difficult when those tools are separated.
The Conversations workspace brings communication and contact context together in one place.
You can filter your inbox, review message history, send Email or SMS, schedule messages, add internal comments, and manage related contact information without leaving the conversation.
The right-side panel also gives you quick access to contact details, appointments, opportunities, tasks, notes, tags, owner information, DND settings, and workflow or campaign associations.
Conversations combines communication with contact context
Instead of treating the inbox as only a messaging screen, use the surrounding contact and activity tools to understand what is happening before you respond.
Conversations at a Glance
Before You Begin
Use the inbox filters and contact context before taking action so you are working with the right conversations.
- Choose the inbox view that matches the work you need to complete.
- Use search, sorting, and filters before applying bulk actions.
- Review the full conversation history before replying.
- Check contact information and DND settings in the right panel when relevant.
- Use internal comments for private team collaboration rather than customer-facing messages.
- Review scheduled messages before leaving the conversation if timing matters.
- Remember that WhatsApp drafts are not currently supported according to the source page.
Message Viewing and Conversation Actions
Open the Full Conversation
Select a conversation to open the complete message history in the center panel.
Use Top-Bar Actions
Depending on the account or channel, available actions can include Archive, Star, Mark Read/Unread, Delete, and activity filters.
Use Bulk Actions
Select multiple conversations when bulk actions are available and appropriate.
Filter the Timeline
Filter the conversation timeline between Conversations and Activity when you want to review items such as appointments, opportunities, or invoices separately from messages.
Compose Email and SMS Messages
The composer changes based on the communication channel you are using.
Email Composer
Email messages can include CC and BCC recipients.
You can also attach files, insert images, links, emojis, and snippets, use formatting tools, and request payments when that option is enabled.
SMS Composer
Select the appropriate From and To numbers when multiple numbers are available.
You can insert templates or snippets, emojis, files, and trigger links.
Drafts
Unsent messages are saved as drafts for supported channels.
The source page specifically notes that WhatsApp drafts are not currently supported.
Schedule Email and SMS Messages
Use the Schedule option when you want a message to be sent later instead of immediately.
The source page states that the default scheduling time is typically the next day at 9:00 AM.
You can adjust the date, time, and time zone before confirming the scheduled message.
Review scheduled messages before leaving the conversation
If a message was scheduled incorrectly, look for the available edit control, often shown with a pencil icon, and use the cancel option when needed.
Use Internal Comments for Team Collaboration
Internal comments let your team collaborate inside the conversation without sending those notes to the contact.
You can use @mentions to bring a teammate's attention to the conversation.
Internal comments stay private
Contacts do not see internal comments. Use them for team context, handoffs, and coordination rather than customer-facing communication.
Manage Contact Information from the Right-Side Panel
The right panel gives you fast access to contact and activity tools without leaving the conversation.
Contact Details
Edit the contact's name, phone number, and email address.
You can also manage tags, contact owner, DND settings, and campaign or workflow associations.
Appointments
Book or reschedule appointments and review upcoming or past events.
Opportunities
Manage pipeline entries and update opportunity or deal details.
Tasks and Notes
Create and manage tasks, add internal notes, and use recovery options for deleted items where available.
Conversations Best Practices
Frequently Asked Questions
How can I filter conversations by specific criteria?
What options are available when composing a message via email?
Can I schedule messages to be sent later?
How do I manage contact details in the right panel?
Are unsent messages saved as drafts?
Continue Learning
Continue learning how inbox filters, reusable messages, scheduling, internal collaboration, and contact activity work inside Conversations.
