Conversations

The conversation hub provides a shared customer inbox for both integrated and manual channels.

• Integrated live channels — Email and WhatsApp
• Manual logged channels — Phone, SMS, Facebook, and Instagram

All channels use shared channel accounts so teams can work from business-owned inboxes, phone lines, or social identities.

5.1 Viewing Conversations

1. Go to Sidebar > CRM > Conversations
2. Browse the inbox with conversation threads
3. Filter by:
   • Channel
   • Status (Open, Waiting, Closed)
   • Assigned owner
   • Attention state (Needs Reply, Overdue Reply, Unassigned)
   • Search
4. Review the inbox KPI cards:
   • Total
   • Open
   • Needs Reply
   • Waiting
   • Overdue Replies
   • Unassigned

Overdue reply metrics use the Inbox Response SLA (Hours) value configured in CRM General Settings.

5.2 Replying to Conversations

For Email and WhatsApp

1. Click a conversation to open the thread
2. View the message history
3. Type your reply in the message box
4. Optionally use an Email Template for consistent responses
5. Click Send

For Phone, SMS, Facebook, and Instagram

1. Open the conversation thread
2. Click Log Interaction
3. Enter:
   • Direction (Inbound or Outbound)
   • Subject / summary
   • Notes
4. For phone interactions, also capture:
   • Duration (optional)
   • Outcome (e.g. Connected, Voicemail, Missed, No Answer)
5. Save the log entry

Manual channel logs do not send messages through a provider. They record the interaction for queueing, customer context, and reporting.

5.3 Managing Conversations

• Assign — Assign a conversation to a specific rep
• Status — Change status: Open, Waiting (awaiting customer reply), Closed
• Customer Link — Conversations are linked to CRM customers
• Deal / Contact Context — Manual conversations can stay tied to a specific deal or contact person when logged from that context
• Attention State — Reps can triage by Needs Reply, Overdue Reply, or Unassigned
• Activity Mirror — Manual interactions also create completed CRM activities for reporting and timeline history

5.4 Channel Accounts

Configure shared channel identities from Sidebar > Settings > Channels.

Integrated channels

• Email — Enter mailbox credentials and sending details
• WhatsApp — Enter the required business/webhook configuration

Manual channels

• Phone — Add the business phone number, extension, and notes
• SMS — Add the SMS line identity and notes
• Facebook — Add the page name and optional page URL
• Instagram — Add the handle and optional profile URL

Manual channels do not require provider tokens or live webhooks. They are configured so reps can log and manage those interactions consistently inside the CRM inbox.

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