Navigation and Layout

The Conversations area uses a four-panel layout for better organisation and clarity.

The panels can be collapsed, so you can set up your workspace the way you like:

To collapse or expand the Inbox Panel, click the collapse icon in the middle of the left panel.
To collapse or expand the Right Panel, click the tab icon on the right edge of the screen.

This gives you more room to read or reply when you need it.

1. Inbox Panel

The Inbox Panel controls which set of conversations you're viewing (personal, team or internal chat), so you can switch quickly without changing pages.

My Inbox: Conversations assigned to you or followed by you.
Team Inbox: All conversations in your account (requires full data access).
Internal Chat: Private, team-only discussions kept separate from customer threads.

Access notes:

Users with Assigned Data Access see My Inbox and Internal Chat (not Team Inbox).
Users with full access permissions can view and manage all three.

2. Chat List Panel

The Chat List Panel is the second column in the Conversations layout. It lists the conversations that match the inbox, folder, filter or saved view you've selected in the Inbox Panel. You can scan, select and take bulk actions quickly.

Tick the select box at the top to turn on bulk actions: Mark as Read/Unread, Star/Unstar, Delete.
Sort by newest or oldest activity.
Use the Filter icon for channel, tags, owner and date filters. These support AND/OR combinations.

Unread Messages

Unread messages can get buried in long threads, especially when a conversation includes campaign logs, activities and other timeline events. The unread message indicator shows you exactly where new messages start, so you can reply faster and not miss anything important.

When you open an unread conversation, ZipLeads automatically takes you to the first unread message in the thread.

How it works:

Open an unread conversation.
The thread automatically scrolls to the first unread message.

This makes it easier to catch up on unread replies without scrolling through long, activity-heavy conversations.

3. Message History Panel

The Message History Panel is your main reading and reply area. It supports multi-channel timelines, quick replies and message-type filtering so you can find context fast.

Read the full history across Email, SMS, WhatsApp, Facebook/Instagram messages and Internal Comments.
Filter the visible timeline to focus on specific items (see below).

Real-time channel updates: If you add or update a contact's email address in the Right Panel, the composer updates straight away. You can switch to Email without refreshing the page.

Switching Between Channels

Choose the best channel for each reply without leaving the thread. This is ideal for moving a conversation from SMS to email, or adding internal notes.

Open the channel selector in the composer to switch between available channels.
Channel selection persists on collapse/expand: If you collapse and reopen the composer in the same conversation, Conversations remembers the last channel you picked so you can carry on where you left off.

Select Internal Comment to add a private note (the customer won't be notified).
Internal comment drafts persist across channel switches, composer collapse/expand and conversation changes.

Message Composer

The composer gives you the tools to write clearly, attach files and send through the right channel, all from the bottom of the conversation.

Text formatting, plus an Inline Reply Composer that opens directly below the active message, keeping context visible while you reply.
Full-screen mode for long replies.
File attachments and links.
Paste files or images straight from your clipboard into the composer to attach them quickly (Ctrl + V on Windows, Cmd + V on Mac).
Quick send using the send icon on the right.
Replies are sent via the selected channel in the composer.

Click Internal Comment in the composer to switch between a customer reply and an internal note without leaving the conversation.

Filtering Messages Within a Conversation

Filters help you isolate parts of a long thread, such as only emails, only internal notes or only activities, so you can find context quickly.

Use the message filter at the top right of the timeline to show:

All messages
Conversations (direct exchanges with the contact)
Activities (appointments, updates, etc.)
Email / Internal Comment / Contacts / Opportunities / Payments / Invoices / AI Action Logs

Use the search bar in the filter menu to find message or activity types faster.

Archiving Conversations

Archiving moves conversations out of your Recents tab without deleting them or losing any messages.

What happens when you archive a conversation:

It's removed from the Recents tab but stays fully available under the All tab.
Nothing is deleted. The entire conversation history is kept.
Notifications stay on. New messages still trigger notifications as usual.
When a new message arrives in an archived conversation, the conversation stays archived (it doesn't move back to Recents). Instead, it appears in the Unread tab so you don't miss it.
You can unarchive a conversation at any time by clicking the Unarchive button.

View Message Source in Message Details

Message details help you understand where a message came from. This is especially useful when a message was triggered by an integration rather than sent manually.

For messages sent through an integration or custom provider, the message details panel can show source information so you can see which integration sent the message.

To review message source details:

Open Conversations.
Select the conversation you want to review.
Open the message details for the sent message.
Review the available source information, such as the app name and related details.

This makes it easier to troubleshoot unexpected messages and understand which integration triggered the send.

4. Right Panel

The Right Panel brings all your contact context together, so you can view and edit details, files, payments and related records without leaving the conversation. Everything that was on the Contacts page, including custom fields, folders and actions, is now in this panel. You have full control and visibility while chatting with a customer.

Tags Filter

You can now filter conversations by tags, so you can segment precisely by category or workflow.

Examples:

View all conversations tagged High Priority
See all leads marked Follow-up Required
Apply multiple tags at once for finer control.

AND / OR Operators

The new filtering system supports conditional operators, so you can combine multiple criteria:

Use AND to show conversations that meet all selected conditions.
Example: Conversations tagged High Priority AND assigned to you.
Use OR to show conversations that meet any of the selected conditions.
Example: Conversations from Email OR WhatsApp channels.

This makes it easier to build detailed filters that match your workflow, from isolating urgent support requests to reviewing multi-channel campaigns.

Email Composer Enhancements

The email composer in the redesigned Conversations module has been upgraded for a clearer, smoother and more flexible writing experience.

Full-View Composer

You can now expand the composer into a full-view layout to comfortably draft longer or more detailed emails. This gives you more space for formatting, adding attachments and reviewing your message before you send it.

Inline Reply Experience

When you reply to an existing email thread, the composer automatically opens directly below the active email. This keeps the context visible while you type, so you can stay focused on the conversation history.

To close the reply composer, click the delete icon on the right side of the composer toolbar.

Creating Templates (Snippets)

Text:

To create a text template, make sure you are in the Templates (Snippets) menu:
Then Click on the "+ Add Template (Snippet)" Button in the top right-hand side of your screen:
Then click on "Add Text Template (Snippet):"
Give your Template a name in the Name box:
Now fill out the message you'd like to be sent to the contact, remembering this is a template, so it can be applied to many leads/customers. Use your Custom Values and Trigger links to apply the latest information from your account into the message, and personalise it for each customer:
(Optional) At the bottom, you can choose to attach a file, such as an image, although the cost for sending images is much higher than just text:
(Optional) In the bottom right you can also choose to send a test message to your phone by inputting your number and hitting the "send test" button:
Finally, hit Save to save your Template for use within the SMS composer. See below under Using Templates.

Email:

To create an Email template, make sure you are in the Templates (Snippets) menu:
Then Click on the "+ Add Template (Snippet)" Button in the top right-hand side of your screen:
Then click on "Add Text Template (Snippet):"
Give your Template a name in the Name box:
For an email, we will also need a subject line, which you can enter into the next box:
Now fill out the message you'd like sent to the contact, remembering this is a template, so it can be applied to many leads/customers. Use your Custom Values and Trigger links to apply the latest information from your account into the message, and personalise it for each customer:
(Optional) At the bottom you can choose to attach a file, such as an image or document for example:
(Optional) At the bottom you can also choose to send a test email by inputting a sender email address, and your email address, and hitting the "send" button:
Finally, hit Save to save your Template for use in the email composer. See below under Using Templates.