Availability: Conversations is a paid feature. Want to check it out? Request access through the red help button in the app.
Navigation: You can access Conversations from the left navigation menu by clicking on the new "chat" icon.
Timestamps: Timestamps for new conversations shown are based upon your computer/web browser timezone setting.
Value: A central location for your team to manage all customer email communications easily. Multiple team members will be able to view and communicate with your customers from one location.
The Conversations page layout includes three sections:
Main Conversation Window
Customer Info Sidebar
My Conversations / All Conversations
Open Conversations / Closed Conversations / All Statuses
Sort order Newest > Oldest -or- Oldest > Newest
Stream Card List
Stream Card with Unread Indicator
The stream shows all conversations. A conversation is created when a party other than the sender replies. Conversations are shown newest (top) to oldest (bottom) by default.
"My Conversations" vs "All Conversations". All roles except Team Member role will also be able to view "All Conversations". All Conversations will show conversations across the entire workspace for all users including yourself. "My Conversations" will only display conversations owned by you.
You can view your conversations by various states using the next dropdown filter. The options are OPEN, CLOSED and ALL. You can also sort your conversations Newest to Oldest, or Oldest to Newest.
Conversation Stream Cards:
Time since last reply
Message Type / Contact Avatar
Message preview text
Message type and message sender
The default view is OPEN and is sorted Newest to Oldest.
When a new conversation is started, the conversation will be in the "OPEN" state. You will also see a red indicator on the stream card if the conversation is new and has not been opened by you or by another user.
The active conversation card is highlighted pink in the stream, and the conversation panel displays all content for the currently selected conversation.
You can hover over a conversation card and click the checkmark icon to close a conversation from the stream panel.
As new conversations come in, or as replies come in to existing conversation, they will pop to the top of your "open" conversation stream. You may also see conversations pop to the top if another user changes the status or adds a reply to a closed conversation.
Main Conversation Window:
Message Type Icon
Open/Closed Button (current status is displayed, click to change status)
Owner Avatar (click to view and select new Conversation Owner)
Internal User Sender/Replies on right
Click pencil icon to add additional recipients
Sending from user name (this will be the current logged in user)
Click to turn on/off your signature token (signature is from your User Settings)
Message typing area
Here you can review the back and forth of the conversation and reply using the editor at the bottom of the section.
At the top , right you will see the current status of the conversation (open/closed). Clicking this status button will change the status. There is also an avatar icon showing the conversation owner. To change the owner, click the avatar and select a new conversation owner.
Note: Changing conversation owner does not change the contact owner.
On the right side, you will see internal user replies along with that user's avatar.
On the left you will see external replies from the primary contact or others that are parties to the conversation (ie. cc recipient replies). You will also see the primary contact avatar if available.
Primary Contact Sidebar Details:
On the far right of the page, you will see the primary contact info including all custom fields, company association and deals. From the sidebar, you can edit all fields.
To add a company if none exists, click the + icon and select the company. To add a deal, click the + button on the deal card to select an associated deal.