Find a conversation across email, text and calls

Search one list of every email thread, text conversation and call with a customer, filter it by channel or state, and open the one you need.

In the sidebar, open Communications, then Conversations. The page address is /communications/conversations.

Steps

1. Under Channel, choose All channels, Email, Text or Calls.
2. To look at calls only, use Calls Filter: All calls, Voicemail, Missed calls or Recordings. Picking anything but All calls switches Channel to Calls for you. Switching Channel to something else puts the calls filter back to All calls.
3. Type a name, phone number or email address under Search. For email, the search also matches the subject and the start of the latest message. The list updates as you type.
4. Turn on any of the switches: Unread only, Needs reply, Assigned to me or Starred only.
5. Press a row to open it on the Conversation Timeline page, where you can read and reply. See Read and reply from a conversation's timeline.
6. Use Previous and Next at the bottom to page through longer lists, 20 rows at a time. The bar shows which page you are on and the total.

What you see

• Every row starts with a channel badge (Text, Email or Calls), then the customer's name, their phone number or email address, and the last message.
• Each call is its own row, with a line such as "Missed inbound call", "Voicemail received" or "Call recording available".
• Chips on a row tell you its state: Unread, Needs reply, Assigned to me and Starred. The right side shows when it was last active and how many unread messages it holds.
• A text conversation that has been given a color shows that color as a stripe on its left edge.
• The list updates on its own as new messages and calls arrive.
• Email rows come only from the email inboxes you are a member of.

What the switches include:

• Unread only: text conversations with customer messages nobody on your team has read, email threads with unread messages, and missed calls or calls with a voicemail.
• Needs reply: text conversations assigned to you that have unread messages, email threads with unread messages, and missed calls or voicemails.
• Assigned to me: text conversations and calls assigned to you. Email threads are left out.
• Starred only: starred text conversations only. Stars are shared by the whole team.

If something looks different

• The page reads No conversations matched your filters.: change the channel, the switches or the search.
• With Starred only on, it reads No starred conversations yet. To star one, open it under Text and choose Star for team from its actions menu. See Star, file, pause or block a text conversation.
• A channel is missing from Channel: it is turned off for your organization, or your role cannot read it. The list only offers the channels you can see.
• Calls Filter is greyed out: your role cannot read calls.
• You see an access message instead of the list: your role cannot read any of the three channels. Ask your admin.
• You came from a count on the Communications overview and no switch is on: this page always opens with every switch off. Turn on the one you want.

Open Conversations