Unified inbox

The unified inbox in Conversations gives you one place to talk with customers and see their history. Messages from channels such as SMS, email and website chat appear together, along with call activity and form submissions, so you can respond without switching tools.

For a dental office or plumbing company, the front desk can answer a text, reply to an email and pick up a website chat from the same screen, with the contact's details next to the thread.

Working the inbox

• Use the Unread, Recent, Starred and All views, plus search and filters for assignee, channel, message type and direction.
• Sort from latest to oldest or oldest to latest.
• Select up to 100 conversations to mark as read or unread, star, unstar or delete in bulk.
• Send messages now or schedule them, using templates, snippets and custom values to personalize them.
• Add CC and BCC recipients to emails in the new message composer, available through Labs.

Taking action without leaving a conversation

From the sidebar, you can update contact details, book an appointment, create an opportunity and send a payment link. Activity cards appear in the thread when opportunities, appointments, do not disturb status or invoices change, and you can open and edit those items right there. Manual actions and trigger links connect your conversations to your workflows.

Messages from your website chat widget arrive in real time and can be assigned to team members. If you turn on Create Conversation on Submission for a form, each new submission appears in the contact's conversation with a View Submission option.

Search inbox messages by keyword

Find a word or phrase across your inbox or within one customer conversation. Open the matching message and narrow results by date, channel, owner, attachments and more.

Resize your conversation panels

Drag panel dividers to give more space to the conversation list, message thread or customer details. Your selected widths are saved for the next time you open the inbox.