Read your conversations inbox

Conversations is one inbox for everything people send you. Each person has one thread, whichever way they got in touch, and the list puts the people who have waited longest for an answer at the top.

Before you start

• Nothing to set up for forms and email. Texts, WhatsApp, calls and social messages appear once those channels are connected.

Steps

1. Open Conversations in the sidebar. The screen has a sidebar of inboxes on the left, the list of threads, the open thread in the middle, and a contact panel on the right.
2. Read the list. It starts on Open, Longest waiting. Each row shows: - the person's name, in bold while they are waiting for you; - how long they have waited since their last message (now, 12m, 3h, 2d, 1w), turning amber after 4 hours and red after 24 hours; - a preview of their newest message, or Submitted and the form name for a form; - a number when they have sent several messages you haven't answered; - their pipeline stage.
3. Press a row to open the thread. Their messages are on the left, yours on the right. Under each one is the time and, for sent messages, how it went, such as delivered, opened or failed. Orders, tags, notes and bookings appear as small markers between the messages.
4. Read the header: Waiting for a reply or Answered, the Assign list and the Close button.
5. Scroll to the bottom of the list and press Load more to see older threads.

What happens next

• A person is waiting when their newest message has no reply from you after it. You never set this by hand: replying from here, or sending them an email or text from anywhere in the app, marks them answered.
• New messages arrive in the thread they belong to. A text from a number you don't know yet creates a new contact named after the phone number.
• The channels you can pick in the sidebar are All channels, Email, SMS, WhatsApp, Calls, Forms and Social. WhatsApp appears once WhatsApp is connected, Calls once a call has reached the inbox, and Social once a message, comment or review has arrived from a connected social account.
• On social messages the network is named, with View on and the network's name to open it there.

For agencies

Open the client first (Sub-accounts › Open). Each client has their own inbox.

Troubleshooting

"No conversations yet. They appear here when someone emails you or fills in a form." Nobody has written to this account yet. Send yourself a test from one of your published forms.

A conversation I know exists isn't in the list. It may be closed; the list shows open conversations to start with. Open the dropdown at the top of the list and choose All conversations or Closed conversations. It may also be further down: press Load more.

"No conversations match these filters." Press Clear filters, and check the channel and inbox chosen in the sidebar.

There is no WhatsApp or Calls entry in the sidebar. They appear only once WhatsApp is connected, or once a call has arrived.

Someone texted in and the thread is named after a phone number. They weren't a contact yet, so one was made from their number. Open Contact in the panel on the right, then Open full record, and add their name.

Related

• Filter the inbox and use the contact panel
• Reply by email, text or WhatsApp
• Assign and close conversations
• Why a reply didn't arrive