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💬 Conversations — User Guide

This guide explains how the Conversations area works so you can find contacts, view and send messages, manage call history, and update contact details in one place.
Everything in Conversations is organized around one contact at a time: choose a contact on the left, see their messages and send replies in the centre, and manage their details on the right.

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📖 What is Conversations?

Conversations is where you see your contacts, view and send text messages (SMS), see call history with each contact, and open a contact’s full details — info, notes, tags, dispositions, appointments, and Do Not Contact settings. You can search and scroll to load more contacts, messages, or calls. Everything is shown in three main areas: a left panel with tabs, a middle panel for the selected contact and messages, and a right panel for that contact’s details. Conversations three-panel layout overview
PanelPurpose
LeftTabs: Contacts, Chat, or Calls — choose what list to see and pick a contact
CentreSelected contact’s messages and timeline; send new messages here
RightThat contact’s full details: info, notes, tags, dispositions, appointments, SMS setting, DND

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📑 Left Panel — Three Tabs

At the top of the left panel there are three tabs. Only one is active at a time. Use them to switch between contacts, SMS conversations, or call history.

Contacts

List of contacts (newest first). Search by name or number, click to open. Scroll to load more.

Chat

Recent SMS conversations. Search by name or number, click to open thread and send messages.

Calls

Recent phone calls (in/out, completed or not). Search and click to open that contact.
Contacts — A list of your contacts, newest first. Each row shows the contact’s name and phone number, with the first letter of the name in a small circle. Use “Search contacts…” at the top to filter by first name, last name, or phone number; the list updates shortly after you stop typing. Click a contact to load their messages and details in the middle and right panels. Scroll to the bottom to load more contacts. If you open Conversations with a link that includes a specific contact, that contact is shown first and selected automatically. Conversations — Contacts tab Chat — A list of recent text message (SMS) conversations. Each row shows the contact’s name, date and time of the last message, whether it was incoming or outgoing, and a short preview. Incoming and outgoing use different icons. Use “Search SMS…” to filter by contact name or phone number. Click a row to open that contact’s full message history and send new messages. Scroll to the bottom to load more conversations. Conversations — Chat (SMS) tab Calls — A list of recent phone calls (incoming and outgoing). Each row shows the contact’s name, date and time, direction, whether the call was completed, and call length when available. Icons and colors distinguish incoming/outgoing and completed vs missed or failed. Use “Search calls…” to filter by name or number. Click a row to open that contact in the middle and right panels. Scroll to load more call records.
Use Contacts to browse by name, Chat to focus on recent SMS threads, and Calls to see who called or was called recently.

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📬 Middle Panel — Selected Contact and Messages

When you select a contact (from Contacts, Chat, or Calls), the middle panel shows that contact and all their message and call activity. You can read the timeline and send new messages here. Conversations — Middle panel, message area and send options At the top you see the contact’s avatar (initial in a circle) and name; the name is a link that can open the contact details panel on smaller screens. Action buttons let you call, open contact details, open a menu (e.g. Edit), and close the panel on smaller screens. The message area shows all past activity in one timeline: text messages (SMS), and calls, grouped by date. Your messages appear on one side and the contact’s on the other, with the time in your time zone. For each call you see direction, whether it was completed, and duration; if a recording exists, an audio player is shown. Incoming and outgoing messages are labeled; outgoing may show a check mark when delivered. Sending a message — Below the timeline you have:
ControlDescription
Platform optionsSMS, iMessage — active one is highlighted. For SMS you must choose a “From” number in the right panel (SMS Setting).
AssignAssign this contact to Unassign, Company, or a team member. Saved for the contact.
EmojiButton to open emoji picker.
Text boxType your message (e.g. “Type Your Text Here”).
SendSend the message. Requires a contact, message text, and (for SMS) a From number.
If the contact has Do Not Contact set for text or all channels, you may see a warning and sending can be blocked. After sending, the new message appears in the timeline and the text box clears. Personalization: When sending SMS, you can use placeholders (e.g. contact’s first name); your admin can explain the exact placeholders.
Select a From number in the right panel (SMS Setting) before sending an SMS. Otherwise you’ll see a message asking you to select one.

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📋 Right Panel — Contact Details

The right panel shows detailed information and settings for the currently selected contact, in sections you can expand or collapse. Conversations — Right panel, contact details
  • Contact Info — Edit the contact’s key fields (first name, last name, phone, email, etc.) through a form. Save changes to update everywhere instantly.
  • Dispositions — Set or update the contact’s disposition (e.g. Not Interested, Callback, Sale) using a dropdown; selection saves immediately and may trigger automation or workflows.
  • Tags — Assign or remove tags (e.g. VIP, Follow-up) via a multi-select component. After making changes, click Save Tags. Tag updates can trigger related actions.
  • Notes — View all notes for this contact, with previews and last-updated dates. Add new notes or edit existing ones in a modal window; latest notes appear first.
  • Appointments — See scheduled appointments (date, time, calendar, status, duration). Use View for details, join meetings directly when links are present, or Add to book new appointments (process may vary).
  • Pipeline — Manage the contact’s progress through your sales or project pipeline. You can change the pipeline stage from a dropdown, add notes to pipeline stages, and visualize where the contact is currently positioned. Stage updates save instantly and may trigger automated steps tied to your pipeline workflow.
  • SMS Setting — When SMS is selected in the middle panel, pick a From number (dropdown) before sending (required); the To field is typically read-only with the contact’s number.
  • DND (Do Not Contact) — Restrict communication by channel (Texts, Emails, Calls & Voicemails) or block all. DND all channels disables every method; channel-specific options let you fine-tune. DND Inbound Calls and SMS controls how incoming communications are handled. Choices save automatically; active DND may show a sending block or warning.

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🔍 Search & Load More

Search — Each tab has its own search box (“Search contacts…”, “Search SMS…”, “Search calls…”). Typing filters the list by contact name or phone number; results update shortly after you stop typing. Search only filters the active tab; the contact open in the middle and right panels does not change until you click another row. Loading more — In each tab, scroll to the bottom of the list to load more items (contacts, conversations, or call records). Already loaded items are not duplicated. Only the active tab loads more; switch tabs and scroll to load in the others.

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📌 Summary

Left

Choose one contact from Contacts, Chat, or Calls. Search and scroll to find and load more.

Centre

See that contact’s messages and calls; send replies (SMS, WhatsApp, etc.). Pick platform, From number (SMS), and type your message.

Right

Edit that contact’s details: info, notes, tags, dispositions, appointments, SMS setting, and Do Not Contact.