Conversations

The Conversations page is your unified inbox for all customer interactions across email, SMS, WhatsApp, chat, and voice. Every message exchange is tracked as a conversation thread.

Navigating the Inbox

The Conversations page has two main areas:

• Conversation list (left) — All conversations sorted by most recent activity
• Conversation detail (right) — The selected conversation’s full message history

Filtering Conversations

Use the channel filter tabs to narrow your view:

Additional filters:

• Unread — Conversations with new inbound messages you have not viewed
• Requires Action — Conversations flagged as needing a human response

Reading a Conversation

Click any conversation in the list to view it. The detail panel shows:

• Contact info — Name, email, company, and AI pause status
• Message thread — Chronological list of all messages, both inbound and outbound
• Message metadata — Direction (inbound/outbound), AI-generated flag, delivery status, and intent classification
• Email rendering — Email HTML is rendered inline for rich email content

Each message shows:

• Who sent it (contact, AI agent, or human rep)
• When it was sent
• Delivery status (sent, delivered, bounced, etc.)
• Intent classification (interested, question, objection, etc.)

Composing Messages

You can send messages directly from the conversation detail panel:

1. Type your message in the compose area at the bottom.
2. Select the channel (email, SMS, etc.) if applicable.
3. Click Send.

For email, you can compose rich text with a subject line. AI drafts can be used as a starting point and edited before sending.

AI Drafts

When your AI agent generates a response, it appears as a draft in the conversation. Depending on your Autonomy Controls:

• Full Autonomy — The AI sends immediately without waiting
• Controlled — The AI sends or queues for approval depending on the action’s risk level
• Assisted — Every message goes to the approval queue for human review

Logging LinkedIn Activity

You can log LinkedIn interactions (connection requests, messages, comments) against a conversation to keep a complete record of all touchpoints with a contact.

Internal Notes

Add internal notes to a conversation that are visible to your team but never sent to the contact. Useful for:

• Handoff context between reps
• Recording offline interactions
• Tagging conversations with internal details

Activity Timeline

Each conversation includes an activity timeline showing:

• Messages sent and received
• Meetings booked or cancelled
• Opportunity stage changes
• Sequence enrollments
• AI agent actions

Contact AI Controls

From the conversation detail panel, you can:

• Pause AI — Stop AI outreach for this specific contact
• Resume AI — Re-enable AI outreach
• View the pause reason if one was set

Troubleshooting

Conversations not appearing

• Check that the channel account is active in Settings > Channels.
• Ensure inbound webhooks are properly configured for your channels.
• Verify the contact exists — messages from unknown senders create new contacts automatically.

AI not responding to inbound messages

• Check your Autonomy Controls — make sure the relevant auto-reply intents are enabled.
• Verify an Intake AI agent is assigned to the channel in Settings > Channels.
• Check if AI is paused for the specific contact.