Understanding the Conversations Inbox
Manage all customer communication (text, email, social) from one unified screen.
For: All Users
Time: 5 minutes
Instructions
1
Navigate to Conversations
Click "Conversations" in the left-hand menu.
[SCREENSHOT NEEDED: Conversations menu item]
2
Understand the Three Columns
The left column is your list of active chats. The middle column is the message thread. The right column shows the contact's details and active appointments.
[SCREENSHOT NEEDED: Three-column layout of Conversations]
3
Unread vs. Recent vs. All
Use the tabs at the top of the left column to filter your view. "Unread" shows messages waiting for a reply. "Recent" shows the latest activity.
[SCREENSHOT NEEDED: Unread/Recent/All tabs highlighted]
4
Marking as Read
Once you reply to a message, it is automatically marked as read. You can also manually mark it as read using the checkmark icon.
What Success Looks Like
- You can locate unread messages.
- You understand the layout of the inbox.
Last updated: 10/1/2026