📝 Overview

Conversations is the unified inbox in Marketing Suite. It brings your customer messages from different channels into a single place, so your team can view and respond to everything together without switching between platforms.

This guide covers connecting your channels, managing notifications, and how your AI Chat Receptionist fits into the inbox.

🔌 Connecting Your Channels

Before you can send and receive messages, you need to connect the channels you want to use. You can manage your connections under Administration ➜ Conversations settings. Channels you can bring into your inbox include:

Email, for sending and receiving customer emails directly in Conversations.
Facebook Messenger, for managing your Facebook Page conversations.
Instagram, for replying to Instagram direct messages.
Web Chat, for conversations started by visitors through the AI chat widget on your website.

💡 You don't have to connect everything at once. Start with the channels you use most and add more when you're ready.

🔴 Reviewer note: SMS, WhatsApp, and phone call channels are deliberately omitted from this guide because their availability at launch is unconfirmed. Confirm the final channel list before publishing and update this section if anything changes.

🔔 Setting Up Notifications

You can choose which alerts you receive for new activity in your inbox, so new messages and leads never slip past you.

Click Notifications in the top-right, followed by Settings.
Scroll down to the Conversations section and choose which notifications you want to receive. We recommend enabling both new messages and new leads.
Click Save.

🧑‍💻 Working as a Team

Conversations is built for collaboration. Everyone with access can view and respond to messages, and when a teammate replies you'll see their profile picture next to the message, so it's always clear who said what.

🔴 Reviewer note: How staff members are given access to Marketing Suite (and whether the in-product "Invite Member" flow applies in our setup) depends on the account integration, which is still being finalised. Confirm before documenting team access steps here.

🤖 Your AI Chat Receptionist and the Inbox

If you've set up the AI Chat Receptionist, its conversations appear in your inbox alongside everything else. You can review how it's responding, and step in yourself whenever a conversation needs a human touch.

Conversations where the AI couldn't identify the visitor's contact details are kept in the Anonymous Visitors tab, which is worth checking regularly so promising leads don't go unnoticed.

💡 For full setup instructions, see the AI Chat Receptionist guide in this collection.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Do messages in Conversations create contacts automatically?

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Yes. When a message is sent to or received from someone new, a contact record is created in your CRM so the conversation is linked to their profile.

Can I automate replies or follow-ups from my inbox?

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Yes. You can build automations using triggers such as a message being received, and you can assign your AI Chat Receptionist to respond automatically on certain channels.