Conversations

Overview

The Conversations view is the main entry point to your team inbox. It displays a list of all active conversations (also called "rooms") with your contacts across WhatsApp, Facebook Messenger, and Instagram. From here you can search, filter, and select conversations to view and respond to messages.

How to Access

• Click Inbox in the main sidebar navigation.
• Available to all roles: Admin, Agent, and Supervisor.

Interface Overview

The Conversations screen is divided into three main areas:

• Filters Panel (left): A collapsible side panel with advanced filtering options. Toggle it by clicking the double-arrow icon.
• Conversation List (center): A scrollable, searchable list of conversations sorted by most recent activity. Each conversation shows the contact name, last message preview, unread badge, timestamp, and status indicators.
• Contact Profile & Chat (right): When you select a conversation, the chat view and the contact's profile panel appear to the right.

Features & Actions

Search Conversations

What it does: Filters the conversation list in real time as you type.

Steps:

1. Type a keyword in the search bar at the top of the conversation list.
2. The list automatically updates after a short delay (300ms) to show matching conversations.
3. Clear the search field to return to the full list.

Important notes:

• Search is performed server-side, so it searches across all conversations, not just loaded ones.

Quick Filter Toggles

What it does: Quickly narrow down conversations using toggle buttons located below the search bar.

Steps:

1. Click any of the toggle icons to activate/deactivate a filter:
   • Unanswered (clock icon): Show only conversations awaiting a response.
   • Team Inbox (group icon): Include or exclude team conversations. Enabled by default.
   • Unread (eye-off icon): Show only conversations with unread messages.
   • Pinned (pin icon): Show only pinned/bookmarked conversations.
2. Active filters are highlighted in color; inactive ones appear muted.
3. The conversation list refreshes automatically when you toggle a filter.

Advanced Filters Panel

What it does: Provides detailed filtering criteria for narrowing down conversations.

Steps:

1. Click the double-arrow icon to open the filters panel.
2. Set one or more filters:
   • Creation Date: Select a date range to filter by when conversations were created.
   • Funnel: Select a specific team/funnel, "All", or "Unassigned".
   • Stage: When a funnel is selected, filter by a specific pipeline stage.
   • Owner: Filter by assigned agent, "All", or "Unassigned".
   • Type: Filter by conversation type.
   • Channel: Filter by messaging channel (WhatsApp, Facebook Messenger, Instagram).
   • User Activity: Filter by a specific user's activity within a date range. Opens a modal to select the user and date range.
   • Tags: Filter by conversation tags.
   • Custom Properties: Filter by custom contact properties (text, number, boolean, date range).
   • Sort By: Choose sort order (e.g., by latest activity or other criteria).
3. Click Search to apply the filters.
4. Click Clear to reset all filters to their defaults.

Create a New Conversation

What it does: Starts a new conversation with an existing or new contact.

Steps:

1. Click the Add New button near the top-right of the conversation list.
2. A modal appears with two options:
   • Select an existing contact: Search and choose from your contacts list.
   • Add a new contact: Click "Add New" to create a new contact (requires Name, Phone, and optionally Email).
3. If you have multiple WhatsApp channels, select which channel to use.
4. Click Submit to create the conversation.
5. The new conversation appears at the top of the list and is automatically selected.

Important notes:

• At least one active messaging channel is required to create a new conversation.
• If no channels are available, an error message will be displayed.

Select a Conversation

What it does: Opens the chat and contact profile for the selected conversation.

Steps:

1. Click on any conversation in the list.
2. The conversation becomes highlighted, and the chat view loads on the right.
3. Unread messages are automatically marked as read when you open the conversation.

Mark All as Read

What it does: Clears unread message counts for all conversations.

Steps:

1. Click the three-dot menu icon at the top-right of the conversation list.
2. Click Mark all as read.
3. All unread badges are cleared.

Infinite Scroll

What it does: Automatically loads more conversations as you scroll down.

Steps:

1. Scroll down through the conversation list.
2. Older conversations load automatically when you approach the bottom of the list.

Fields Reference

Field	Description	Notes
Contact Name	The name of the contact or group	Group conversations show a group icon
Last Message	Preview of the most recent message	HTML tags are stripped
Unread Badge	Blue number badge showing unread message count	Only shown when count > 0
Timestamp	Relative time since last activity (e.g., "5 min ago")	Hover for full date/time
Unanswered Icon	Orange clock icon	Shown when conversation needs a response
Pinned Icon	Yellow pin icon	Shown when conversation is bookmarked
New Badge	Green "New" badge	Shown for unassigned conversations

FAQ

Q: Why don't I see a conversation I'm looking for? A: Check your active filters. The conversation may be hidden by a team, owner, or unread filter. Click "Clear" in the filters panel to reset all filters.

Q: Why did a conversation disappear from my list? A: The conversation may have been reassigned to a different team or agent, removing it from your visibility.

Q: How do I find old conversations? A: Use the search bar to search by contact name or message content. You can also use the Creation Date filter in the advanced filters panel.

Related Features

• Chat
• Room Management
• Contact Profile