Conversations are where emails and SMS messages are created, sent, received, and replied to — all in one place.
Conversations allows you to engage customers through one-to-one messages, whether those messages are sent manually or created through automations. It brings all customer communication together so you can see what’s been sent, what’s scheduled, and how customers have responded.
Customers can reply to messages they receive, and those replies appear as part of an ongoing conversation. At this stage, customers can’t start a conversation themselves — they can only respond to messages you send.
Conversations is organised into four main areas:
Inbox, which shows replies from customers
Outbox, which holds drafts, scheduled messages, and messages in the process of being sent
Sent, which shows messages that have already been delivered
Customer Details View is a detailed timeline of communications to and from customers.
Together, these views give you a clear picture of your active and past customer communication.
Conversations works closely with Automations. Automations decide when a message should be created, while Conversations is where those messages live — ready to be reviewed, sent, scheduled, or replied to.
Conversations is designed to help you stay personal, timely, and consistent when communicating with your customers, without needing to manage messages across multiple tools.
Continue reading on by understanding Customer Conversation Timelines.