Read and reply from a conversation's timeline

Open one conversation to see its texts, emails, calls, recordings and voicemails in one timeline, link it to a customer, and text, email or call them back from the same page.

In the sidebar, open Communications, then Conversations, and press a conversation in the list. The page address is /communications/conversations/ followed by the conversation. The page title reads Conversation Timeline. On the Calls Desk, Open unified conversation timeline opens the same page.

Steps

1. Read the timeline on the left, newest first. Older and Newer page through it.
2. Check Context on the right: the Contact with their phone number and email, the Account it belongs to, and Consent for texting.
3. If the account reads Unlinked, press Create account with AI when available, Create account, or Link account. Check the grouped details in Create or link an account, check Here’s what will be saved, then press Create account or Save details. See Create an account from a text conversation.
4. If several contacts share this number, pick the right one under Set Primary Contact and press Update Primary Contact.
5. To reply, go to Composer and press Text or Email.
6. For a text, choose the line under From Inbox Number, pick a Template if you want one, type the message, and press Send Text. The plus button (Add text attachment) offers Upload image, PDF, or MP4 video, or From Nova for a file already saved on the customer, a work order, a project or a task.
7. For an email, choose From Mailbox, check To and Subject, type the message, add files with Upload files or From Nova, and press Send Email.
8. To phone them, press Call at the top. The softphone opens with their number filled in, ready for you to dial.

What you see

• Each item shows its channel, what kind of item it is (text message, email, call, recording or voicemail), when it happened, and Unread until someone reads it. Recordings and voicemails play right in the timeline.
• Files sit under Attachments. Open and Download get the file, Add to... (or Add all to...) files it on a customer, work order, project or task, and View usage shows where it is already filed.
• On a text conversation, Star conversation stars it for the whole team. The star on a single text (Star message) keeps that message under Starred messages on the right; press one there to jump to it.
• When NovaAI for calls is on, NovaAI activity lists call summaries, warnings and items waiting for review, each with Open NovaAI review. AI follow-up drafts holds recap messages written from a call. Use for text or Use for email loads an approved one into the composer so you can edit it before you send it.
• What you type is kept on this browser as a draft for up to seven days, so leaving the page does not lose it.
• Refresh reloads the timeline.

If something looks different

• The page reads Conversation not found.: it was removed, or it is outside what your role can see. Press Back to conversations.
• Open Calls shows where Call would be: this is a group text, there is no phone number, or you cannot place calls from a line. It opens the Calls Desk instead.
• The composer says you can see the history but cannot send: your role can read that channel but not send on it. Ask your admin.
• Create account and Link account are missing: your role needs to be able to manage conversations and to read customer records and create accounts or link an existing account. Saving people, addresses and contact details also needs the corresponding permissions.
• Send Text or Send Email stays greyed out: a file is still uploading or being checked. Wait for it, or remove it.

Open Conversations