š Overview
Conversations is your unified inbox where you can manage customer messages from multiple channels ā email, SMS, Facebook Messenger, and Instagram ā in one place. This guide explains how to set it up, configure notifications, and work with conversations effectively.
š¬ About Conversations
Conversations is the hub for direct, one-to-one communication with your customers. It supports:
Email messages
Text messages (SMS)
Facebook Messenger
Instagram
Conversations is meant for direct provider-to-customer communication, not mass messaging. For campaigns reaching many customers at once, use the Campaigns feature instead.
š§ Setting Up Your Notifications
Before connecting channels, configure which notifications you want to receive so your team isn't flooded with alerts.
Click Notifications in the top-right corner, then Settings
Scroll down to the Conversations section and choose your alerts
At minimum, we recommend enabling notifications for new messages and new leads
Click Save
š Connecting Your Channels
Connect the channels you use most under Administration > Conversations settings. You can choose from:
Email
SMS (text messages)
Facebook Messenger
Instagram
Once connected, every message from these channels lands in your Conversations inbox instead of scattered across separate platforms.
šØ Working With Conversations
From your Conversations inbox, you can:
View all messages from a customer across all connected channels in one thread
Compose and send messages back to the customer
Assign conversations to team members
Filter and search conversations by date, status, or contact
ā Frequently Asked Questions (FAQs)
Can I send mass messages through Conversations?
Click the arrow to see the answer
Click the arrow to see the answer
No. Conversations is for one-to-one customer communication. For reaching many customers at once, use Campaigns or Automations instead.
Do notifications go to email or just in-app?
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You can choose where notifications go when you configure your settings in Notifications > Settings. Options include email, in-app, or both.
Can I see conversations from before I connected the channels?
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When added to an existing conversation, you can see the history of the conversation.
Do I need to set up A2P to use SMS?
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Click the arrow to see the answer
Yes. To send and receive SMS through Conversations, you'll need to complete A2P (Application-to-Person) registration. Contact support for guidance on setting this up for your account. Follow this link to learn how to contact support.