Overview

The redesigned Conversations module helps teams manage messages more efficiently by providing a more organized and streamlined communication experience. This guide explains its key features and how to use them effectively.

Key Features and Benefits

1. Performance and Responsiveness
   • Improved load times and actions that are faster, ensuring smoother communication experiences.
   • Faster navigation enhances the ease of finding information quickly and seamlessly.
   • Reduced memory usage contributes to better performance across all devices.
2. Organized Layout
   • The interface includes four flexible panels that allow you to manage your workspace effectively. These panels are collapsible, giving users control over how much space each panel occupies.
3. Context at Your Fingertips
   • The right panel provides quick access to all relevant contact details, documents, payments, and activities. This feature reduces the need to switch between screens, making communication and data retrieval faster.
4. Advanced Filtering
   • The addition of tags and the support for AND/OR operators allows for more precise filtering. This helps you sort conversations by various criteria, improving workflow efficiency and saving time.
5. Enhanced Email Composer
   • The email composer includes a full-screen option for drafting long emails, providing more space and flexibility for composing detailed messages. Inline replies allow for faster responses without losing the context of the conversation.
6. Built-in Collaboration
   • Internal comments and @mentions keep team discussions organized and private, ensuring that all necessary information is communicated efficiently without interrupting the customer-facing thread.

How to Use the Conversations Experience

1. Navigating to the Conversations tab

The interface has four main panels:

• Inbox Panel: Controls which set of conversations you are viewing. You can toggle between personal, team, or internal chat inboxes.

  

• Chat List Panel: Displays all conversations within the selected inbox. You can filter conversations by channel, owner, and date, and even take bulk actions such as marking messages as read or unread, or deleting them.

  

• Message History Panel: This is where you read and reply to messages. You can filter the visible timeline to focus on specific types of messages, such as emails or internal comments.

  

• Right Panel: Centralizes contact context. View and edit contact fields, manage appointments, and access related documents without leaving the conversation.

2. Composing and Replying to Messages