Conversations
Conversations is your unified inbox for all lead communications across Email, WhatsApp, and LinkedIn. Manage all interactions in one place.
Overview
The Conversations module provides:
- Unified inbox across all channels
- Real-time message updates
- AI agent conversation tracking
- Manual takeover capability
- Team assignment and collaboration
- Conversation status management
Accessing Conversations
Navigate to CRM → Conversations in the sidebar.
Interface Layout
The Conversations page has three main sections:
1. Sidebar (Left)
- Filter buttons
- Conversation list
- Search bar
- Unread indicators
2. Chat Area (Center)
- Message history
- Message composer
- Conversation context
3. Details Panel (Right)
- Contact information
- Lead details
- Tags and status
- Quick actions
Conversation List
Filtering Conversations
Quick filter buttons:
| Filter | Description |
|---|---|
| Mine | Assigned to you |
| All | All conversations |
| Unassigned | No assignee |
| Closed | Completed conversations |
Advanced Filters
Click the filter icon for more options:
| Filter | Options |
|---|---|
| Campaign | Filter by campaign source |
| Tags | Filter by conversation tags |
| Mode | All, AI-handled, Manual |
| Time Period | Today, Week, Month, All |
Conversation Card
Each conversation shows:
| Element | Description |
|---|---|
| Avatar | Contact profile picture |
| Name | Contact name |
| Preview | Last message preview |
| Time | Last activity timestamp |
| Channel Icon | LinkedIn, Email, or WhatsApp |
| Unread Badge | Count of unread messages |
| AI Indicator | Shows if AI is handling |
Chat Area
Message Display
Messages are shown chronologically with:
- Sender identification (Lead, AI, You)
- Timestamp
- Read status (for applicable channels)
- Channel indicator
Message Types
| Type | Appearance |
|---|---|
| Incoming | Left-aligned, different background |
| Outgoing (AI) | Right-aligned, AI indicator |
| Outgoing (Manual) | Right-aligned, your name |
Composing Messages
The composer at the bottom allows:
- Text input
- Variable insertion
- Send button
TIP
Messages sent here are delivered to the lead via their original channel.
Taking Over from AI
When an AI agent is handling a conversation:
Switch to Manual
- Open the conversation
- Click Take Over or Pause AI
- AI stops responding
- You handle manually
When to Take Over
- Complex questions beyond AI capability
- High-value leads needing personal touch
- Escalated conversations
- Final sales discussions
Returning to AI
After manual handling:
- Click Resume AI
- AI takes over again
- Continues based on context
Details Panel
Contact Information
| Field | Description |
|---|---|
| Name | Full name |
| Email address | |
| Phone | Phone number |
| Company | Company name |
| Title | Job title |
Conversation Details
| Field | Description |
|---|---|
| Channel | Communication channel |
| Status | Open, Closed, Pending |
| Assigned To | Team member assigned |
| AI Mode | AI Active, Paused, Manual |
| Campaign | Source campaign |
Quick Actions
| Action | Description |
|---|---|
| View Lead | Open lead details |
| Assign | Change assignee |
| Add Tags | Apply tags |
| Close | Mark as closed |
Conversation Status
Status Types
| Status | Description |
|---|---|
| Open | Active, needs attention |
| Pending | Waiting for response |
| Closed | Completed |
Closing Conversations
Close when:
- Issue resolved
- Lead qualified and handed off
- Lead not interested
- Spam or invalid
To close:
- Click Close in details panel
- Or select status dropdown
- Choose "Closed"
Team Collaboration
Assigning Conversations
- Open conversation
- Click assignee dropdown
- Select team member
- Notification sent to assignee
Mentioning Team Members
In the message composer:
- Type
@followed by name - Select from dropdown
- Team member is notified
INFO
Mentions are internal - the lead doesn't see them.
AI Conversation Mode
AI Active
- AI agent handles all responses
- Responses appear in real-time
- Lead sees AI replies immediately
AI Paused
- AI stops responding
- Human agent expected to respond
- Can be resumed anytime
Manual Only
- No AI involvement
- All responses are manual
- Set in conversation settings
Viewing AI Reasoning
For AI-handled messages:
- Click the AI indicator
- See why AI responded that way
- Review intent detection
Search and Find
Search Conversations
Use the search bar to find by:
- Contact name
- Company name
- Message content
- Email address
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
/ | Focus search |
↑↓ | Navigate list |
Enter | Open conversation |
Esc | Clear search |
Notifications
Real-time Updates
The inbox updates automatically:
- New messages appear instantly
- Unread counts update
- Status changes reflect immediately
Notification Settings
Configure in Settings → Notifications:
- Email notifications for new messages
- Browser notifications
- Mobile push notifications
Best Practices
Response Time
- Respond within 24 hours
- Prioritize unread conversations
- Set up AI for off-hours
Message Quality
- Be helpful and professional
- Reference previous context
- Provide clear next steps
Organization
- Use tags consistently
- Close resolved conversations
- Assign appropriately
AI Utilization
- Let AI handle routine queries
- Take over for complex situations
- Train AI with feedback
Conversation Metrics
Track performance in Analytics:
| Metric | Description |
|---|---|
| Response Time | Average time to first response |
| Resolution Rate | Conversations resolved |
| AI vs Manual | Percentage handled by AI |
| Satisfaction | Lead satisfaction (if captured) |
Troubleshooting
Messages not appearing
- Refresh the page
- Check channel connection
- Verify conversation filter
- Check for sync delays
Can't send messages
- Verify channel is connected
- Check for message limits
- Review channel health
- Check input for errors
AI not responding
- Verify AI mode is active
- Check agent configuration
- Review escalation rules
- Verify knowledge base
Conversation missing
- Check all filters (not just "Mine")
- Search by contact name
- Check if conversation is closed
- Verify lead exists