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Sending messages
Compose and send SMS, email, and social messages from a single message box.
Filters and bulk actions
Organize your inbox with quick filters, sorting, and bulk operations.
Snippets
Save reusable text and email templates for fast, consistent replies.
Trigger links
Create trackable links that fire automations when clicked.
Activity cards
See appointment, invoice, and opportunity updates inline in conversations.
Live chat
Respond to website visitors in real time through the web chat widget.
Social messaging
Handle WhatsApp, Instagram, and Facebook messages in one place.
Manual actions
Manage pending call and task queues with manual action workflows.
Contact engagement score
Prioritize conversations based on how actively contacts are engaging.
Conversations settings
Configure SLAs, notification preferences, and conversation defaults.
The conversations inbox
The inbox shows all your conversations across every connected channel. Key areas:- Team inbox — shared queue visible to all permitted users.
- Personal inbox — conversations assigned directly to you.
- Tabs — switch between Unread, Recent, Starred, and All.
- Views — save filter combinations as named views for instant reuse; views are private by default, but admins can share them.
Access to certain components may vary based on your user permissions.
Conversation header controls
Each open conversation has a header toolbar with:| Control | What it does |
|---|---|
| Call | Dial the contact instantly |
| Archive / Unarchive | Move inactive chats out of the main view |
| Star / Unstar | Flag important conversations |
| Mark as Read / Unread | Track follow-up status |
| Delete | Permanently remove a conversation (cannot be undone) |
Starting a new conversation
Click the + (new message) icon to compose a fresh message. A prompt lets you choose:- Single contact conversation — pick a contact, choose a channel, and click Create Conversation.
- Group conversation — up to 10 participants via SMS; all participants can see each other’s numbers.
- Internal chat — message one or more team members privately.