Conversations

Unified Inbox Conversations: Column 3

Master the center column, the actual conversation. Learn to sort by channel, reply with the full composer, use snippets and trigger links, follow the workflow trail, and keep every thread organized.

What you'll learn

Common Use Cases

A few of the everyday moments this column is built for.

📧

Email-Only Review

Sort to email to read a clean back-and-forth without the noise.

📝

Quick Internal Note

Leave an @mention internal comment to ask a teammate to follow up.

🔍

Tracking a Campaign Reply

Open Details to confirm a message came from your email campaign, then reply accordingly.

💳

On-the-Spot Payment

Send a payment request mid-conversation when a customer is ready to buy.

Key definitions

Terms worth knowing

Every message, email, call, text, Facebook, Instagram, WhatsApp, and internal comment, landing in one place tied to the right contact.
The dropdown to view all activity or just one type: texts, emails, calls, payments, invoices, AI action logs, and more.
The message box where you write and format replies, switch channels, and insert snippets, links, custom values, and payment requests.
Moves a message out of Unread and into All. You can always find it again under All or Recents.
A squiggly-bracket placeholder, like first name, that auto-fills personalized info so nothing is ever misspelled.
The Details view on a message showing where it came from, including the workflow that sent it, so you can click straight to it.
"However the conversation came in, you can go in here and easily reply. It's all connected to the same contact, whether you're in Conversations or looking at their contact record."
How it works

What You'll See Inside

Everything you can do inside the conversation itself. Tap a tab to see how it works.

Sort by Channel

Filter a thread to just emails, texts, calls, or view everything at once using the dropdown at the top of the conversation.

Reply Composer

Format text, add emojis, insert links and attachments, then choose fonts, sizes, and colors, all right from the message box.

Snippets & Trigger Links

Drop in reusable templates and trackable links right from the composer instead of retyping the same reply every time.

Custom Values

Personalize with first name and any custom field using the tag menu, so nothing is ever misspelled and every reply feels one to one.

Payment Request

Attach a product and amount, set a due date, and share the payment link mid-conversation the moment a customer is ready to buy.

Workflow Trail

Open Details to see which workflow sent a message and click straight through to it if you need to check or adjust it.

Tips

Worth remembering

  • Mark as Read to clear your Unread inbox. The message moves to All and Recents, not away forever.
  • Use the expand arrows to enlarge a long message or the composer for easier replies.
  • Snippets and trigger links each deserve their own deeper look. They're worth setting up.
  • Before replying, confirm you're on the right contact. Check the name across every column.
  • Set up your phone, email, and social integrations under Settings so every channel lands in one unified inbox.
Check yourself

Quick Knowledge Check

Four quick questions on this lesson. One attempt each, and the answer is revealed either way.

0 of 4 answered

Which tool lets you drop a contact's first name directly into your reply, correctly, every time?

What is the dropdown called that lets you view all activity or narrow to just texts, calls, or payments?

True or false: marking a message as read permanently removes it from your inbox.

What is the Details view on a message that shows which workflow sent it called?

Apply it

Try this with your favorite AI

✏️Reply Composer Style Guide
Help me write a short style guide for how my team replies inside conversations. My business: [describe what you do and who you serve] My tone: [warm / professional / friendly / casual] Give me: 1. 3 example replies for a common question we get 2. Guidance on when to use rich formatting vs. plain text 3. A rule of thumb for reply length by channel, SMS vs. email
💳Payment Request Message
Write me a short message to send along with a payment request mid-conversation. What I'm selling: [describe the product or service] Price: [amount] Tone: [warm / professional / friendly] Keep it natural, like something a real person would type in the middle of a conversation, not a sales pitch. Include the contact's first name as a custom value.
Column 3 is where the actual conversation happens. Sort by channel, reply with the full composer, personalize with custom values, and check the workflow trail whenever you want to know where a message came from. Open a real conversation and give it a try.