Conversations gives you one place to communicate with contacts, review activity, schedule follow-ups, request payments, book appointments, and update CRM records. This quick start guide covers the core tools you need to manage day-to-day communication efficiently, including Manual Actions, templates, Trigger Links, and payment setup.

  

Table of Contents

What Is Conversations?

Conversations is the central workspace for communicating with contacts and reviewing their communication history. It combines messaging with contact information, appointments, opportunities, payment tools, and workflow activity so you can manage customer follow-up without constantly switching between different areas.

Key Benefits of Conversations

Keeping communication and CRM activity together helps your team respond faster while maintaining useful context about each contact.

  • Centralized Communication: Review conversation history and respond from one workspace.

  • Faster Follow-Up: Search, filter, star, and organize conversations that need attention.

  • Reusable Messaging: Insert templates, snippets, and custom values instead of repeatedly typing the same content.

  • Scheduled Messaging: Prepare messages now and send them at a future date and time.

  • Connected CRM Activity: Manage contact details, appointments, and opportunities alongside the conversation.

  • Payment Collection: Create and share payment requests from eligible conversations.

  • Workflow Support: Complete Manual Actions and use Trigger Links to connect customer engagement with automation.

Find and Organize Conversations

Conversation views, search, and filters help you focus on the messages that need attention instead of reviewing the entire inbox.

Available conversation views include:

  • Unread: Conversations containing unread activity.

  • Recent: Recently active conversations.

  • Starred: Conversations you manually marked as important.

  • All: All available conversations.

Use the search bar to locate a specific conversation. You can also select the filter icon to narrow conversations using criteria such as message direction or communication channel.

To remove filters, reopen the filter menu, select Clear Filters, and apply the change.

Manage a Selected Conversation

Opening a conversation displays its communication and activity history, including timestamps, while also providing controls for organizing the conversation.

Depending on the available options, you can:

  • Archive the conversation.

  • Mark it as Starred.

  • Mark it as read or unread.

  • Delete the conversation.

  • Filter the displayed history by activity type.

Activity records may appear alongside customer-facing messages. These internal activity entries help you track events such as appointment updates and are not automatically sent to the customer.


Send and Schedule Messages

The message composer gives you access to supported communication channels and tools for creating faster, more personalized responses.

  1. Open the contact's conversation.

  2. Select the communication channel you want to use, such as SMS or email when available.

  3. Enter your message.

  4. Add any supported attachments or personalization.

  5. Send the message immediately or schedule it for later.

Depending on the selected channel, the composer may allow you to:

  • Attach supported files.

  • Insert emojis.

  • Insert templates or snippets.

  • Add system fields or custom values.

  • Schedule the message for a future date and time.

Use Custom Values

Custom values automatically insert stored CRM information into your message, helping reusable messages remain personalized.

Examples may include:

  • Contact first name

  • Appointment date

  • Appointment time

  • Other available contact or account values

Always review the completed message before sending to confirm the selected values contain the expected information.


Manage CRM Activity From a Conversation

The conversation sidebar lets you review and update related customer information without leaving the communication workspace.

Contact Information

Use the contact panel to review information such as contact details, tags, and workflow activity. Supported contact details can also be updated while you are viewing the conversation.

Appointments

Appointments can be booked directly from the conversation when you need to schedule the next step with a contact.

  1. Open the appointment panel.

  2. Select Book an Appointment.

  3. Choose the appropriate calendar.

  4. Enter the appointment title.

  5. Select the date and time.

  6. Confirm the appointment.

After booking, the appointment appears in the contact's appointment information and may also appear as an internal activity entry in the conversation history.

Opportunities

Use the opportunity panel to connect the contact to your sales process while preserving the context of the conversation.

You may be able to:

  • Select a pipeline.

  • Select a stage.

  • Set an opportunity value.

  • Assign an owner or followers.

  • Add tags.

  • Enter an opportunity source.

  • Complete available custom fields.

Request Payments From Conversations

Payment requests let you create and share a payment link without leaving the conversation. The contact must have a name saved, and a supported payment processor must be connected before payment requests can be used.

  1. Open the contact's conversation.

  2. Select the payment icon.

  3. Add the required line items.

  4. Enter the price.

  5. Set the invoice due date.

  6. Review the payment request.

  7. Create and share the payment link with the contact.

Confirm the contact, amount, line items, and due date before sending the request.


Prepare Payment Settings

Payment features depend on having a supported payment processor connected. Reviewing payment settings before requesting payments helps prevent interruptions when collecting money from a conversation.

Connect a Payment Processor

Open the payment area and select Integrations to review the available payment processors.

Supported options may include providers such as:

Connect the provider your business uses and complete any required authentication before attempting to collect payments.

Configure Receipts

Payment settings may also allow you to automatically send sales receipts after successful payments.

Depending on the available settings, you can:

  • Enable or disable automatic receipts.

  • Choose the receipt format.

  • Customize the receipt title.

  • Add a receipt number prefix.

Review these settings before collecting payments so customers receive the intended confirmation after completing a transaction.


Use Manual Actions

Manual Actions let workflows create follow-up activities that require a person to complete them instead of performing the action automatically.

Supported Manual Actions may include:

  • Manual SMS: Creates an action reminding the assigned user to personally send a message.

  • Manual Call: Creates an action reminding the assigned user to personally call the contact.

When a contact reaches a Manual Action step in a workflow, the action appears under Manual Actions for the assigned user.

This helps teams maintain a clear queue of contacts who require personal follow-up while still using automation to manage the overall process.


Create Templates and Snippets

Templates and snippets save frequently used text or email content so your team can respond faster and maintain consistent messaging.

  1. Open the Templates or Snippets area.

  2. Select the content type you want to create.

  3. Enter a recognizable name.

  4. Add the message content.

  5. Insert custom values when personalization is needed.

  6. Select Save.

The saved content can then be inserted into supported messages directly from Conversations.


Trigger Links are trackable URLs that record when a contact clicks a link. That click can also be used to start an automated workflow.

Create a Trigger Link

  1. Open Trigger Links.

  2. Select Add Link.

  3. Enter the destination URL.

  4. Give the link a recognizable name.

  5. Select Save.

Start a Workflow From a Trigger Link

A Trigger Link can become a workflow trigger so that customer engagement automatically determines what happens next.

  1. Create or open a workflow.

  2. Select Add New Trigger.

  3. Choose Trigger Link Clicked.

  4. Add a filter for the Trigger Link.

  5. Select the specific link you want to monitor.

  6. Save the trigger.

  7. Add the actions that should occur after the click.

For example, a Trigger Link click could:

  • Add a tag to the contact.

  • Send a follow-up SMS.

  • Update CRM information.

  • Start another follow-up sequence.


Frequently Asked Questions

Q: What is the difference between Unread, Recent, Starred, and All?

Unread contains conversations that have not been reviewed, Recent focuses on recently active conversations, Starred contains conversations you marked as important, and All displays the complete conversation list.

Q: Can I schedule a message instead of sending it immediately?

Yes. Use the scheduling option in the message composer to choose a future date and time.

Q: Why do appointment updates appear in conversation history?

Some entries are internal activity records that help you track CRM events. An internal activity entry is not automatically sent to the customer.

Q: Why can't I request a payment from a conversation?

Confirm that the contact has a name saved and that a supported payment processor is connected and available for the account.

Q: What are Manual Actions?

Manual Actions are workflow steps that create a human follow-up activity, such as making a call or manually sending an SMS.

Q: Can templates include personalized information?

Yes. Supported custom values can be added to templates and snippets to insert information such as contact or appointment details.

Q: Does creating a Trigger Link automatically start a workflow?

No. You must configure a workflow with the Trigger Link click trigger and select the specific link you want the workflow to monitor.


Need Help?

If Conversations is not behaving as expected, first review the contact, selected communication channel, filters, payment setup, and related workflow settings.

Verify that:

  • You are working in the correct account.

  • The correct conversation is selected.

  • Filters are not hiding conversations you expect to see.

  • The contact has the phone number or email address required for the selected channel.

  • The communication channel you want to use is configured and available.

  • Custom values have source data available for the selected contact.

  • Scheduled messages use the intended date and time.

  • Internal activity records are not being mistaken for customer-facing messages.

  • The correct calendar is selected when booking an appointment.

  • The contact is being added to the intended pipeline and stage.

  • The contact has a name before creating a payment request.

  • A supported payment processor is connected before requesting payments.

  • Manual Actions are assigned through an active workflow.

  • Templates or snippets were saved before attempting to use them.

  • The correct Trigger Link is selected in the workflow trigger.

If the issue continues, collect the affected contact, communication channel, payment or workflow feature involved, expected behavior, date and time of the issue, and screenshots of the Conversations area before contacting support.