Conversations

Purpose

Conversations is the customer inbox: email threads, website contact form messages, and (for some roles) support tickets. It is separate from Team chat and top-bar internal messaging—use this app when the other party is a contact, not a colleague.

Emails first

With no threads yet, the page explains that you need a mailbox and points you to Emails under Settings. Outbound mail uses your connected mailboxes (Professional Email or SMTP / IMAP); the composer shows Sending as and a dropdown when you have more than one account.

After SMTP is connected, Sync inbox (refresh icon on the list header) pulls new mail from IMAP and refreshes the thread list.

Layout: list, overview, and thread

On larger screens you get a list on the left and a wide panel on the right. Until you pick a thread, the right side shows a Conversation overview: totals for conversations, active, archived, and unread, plus average response time, message volume (current month), and a by platform breakdown (email, contact form, support, etc.).

Select a row to open the thread. Messages load on demand when you first open it. Opening an unread thread marks it read and updates status in the database (support-style threads use their own status rules).

Search, filters, and creating a thread

Search matches the contact name and the preview text. Filter can narrow by source—Email, Contact form, and (for owners / administrators) Support—and by Read or Unread. Clear filters resets the menu.

New conversation opens a dialog: find a contact (type to search; server search runs when you keep typing), then choose a channel. Today only Email is available, and only if that contact has an email address.

Links from elsewhere can land here directly: a conversation id in the URL opens that thread; Contacts can send you here with create conversation and a contact id prefilled.

Reading messages

Email and contact form threads use a card layout (subject line, contact name, address). Long messages may show a preview first—use load full email when offered. Contact form messages read like the submission the visitor sent. Attachments appear under each message with open and download where a link exists.

Support threads use a chat-style layout; messages from the product AI assistant are labeled accordingly. The support source icon can jump to Help.

Replying and sending

For email and contact form, start with Reply (or New message on an empty thread). The composer includes a rich editor, toolbar, optional subject on the first outbound message, file attachments (uploaded before send), and AI draft (sparkle control) to suggest a reply you can edit before sending.

Other channels use a simpler chat field, Send, and sometimes an emoji picker. If you only have view access, compose actions stay disabled.

Archive, active list, and delete

Toggle Archived vs active conversations from the list header (archive icon). Archive / Unarchive is also on each row (hover) and in the open thread’s header. Delete removes a thread (with confirmation); support conversations are not deleted from this bulk pattern the same way—treat them as tickets.