Conversations 101: Overview
Documentation Type: Feature reference
Suggested Intercom Category: Conversations & Inbox > Conversations
One-Sentence Summary: This article explains the redesigned Conversations experience in Kyrios, including layout, messaging, filtering, and team collaboration features.
Who This Is For / When to Use
Teams managing customer communication through inbox-based conversations.
Account users who need to respond across email, SMS, WhatsApp, and internal comments.
Managers organizing conversations using filters, tags, and collaboration tools.
Conversations Interface Overview
The Conversations module is designed around speed, clarity, and context. It organizes communication into four functional panels that work together in a single view.
Core Benefits
Faster load times and reduced memory usage.
Smooth navigation between conversations.
Consistent experience across devices.
The Four Main Panels
Inbox Panel
The Inbox Panel controls which set of conversations you are viewing.
My Inbox
Team Inbox
Internal Chat
Use this panel to switch between personal, team-wide, and internal conversations.
Chat List Panel
The Chat List Panel displays all conversations within the selected inbox.
You can:
View unread counts and activity indicators.
Sort conversations by recency or status.
Select multiple conversations for bulk actions.
Message History Panel
The Message History Panel shows the full timeline of messages for the selected conversation.
It supports:
Inline replies directly beneath messages.
Full conversation history across channels.
System events such as appointments, payments, and opportunities.
Right Context Panel
The Right Panel centralizes all related contact and account context.
You can:
View and edit contact fields.
Access documents, invoices, and payments.
Review activities and timeline events.
Composing and Replying to Messages
Inline Replies
Inline replies allow you to respond quickly without losing conversation context.
Reply appears directly under the active message.
Ideal for short or immediate responses.
Full-Screen Composer
The full-screen composer provides a larger workspace for longer messages.
Best for detailed email responses.
Supports formatting and attachments.
Switching Message Channels
Within a single conversation, you can switch between channels:
SMS
WhatsApp
Email
Internal Comment
This allows flexible communication without creating separate threads.
Filtering and Searching Conversations
Conversation Filters
Advanced filtering helps you focus on specific messages and activities.
You can filter by:
Channel type
Tags
Activities
Dates
AND / OR operators allow precise combinations of filters.
Timeline Filtering
Within a conversation, you can filter the message timeline to show only specific items such as:
Emails
SMS
Internal comments
Appointments
Payments
Team Collaboration Tools
Internal Comments
Internal comments are visible only to your team.
Customers cannot see internal comments.
Useful for handoffs, notes, and internal context.
@Mentions
Use @mentions inside internal comments to notify specific team members.
Tagged users receive notifications.
Keeps collaboration tied to the conversation.
Common Issues and Fixes
Messages Not Appearing in the Inbox
Confirm the correct inbox (My Inbox vs Team Inbox) is selected.
Check applied filters and clear them if needed.
Cannot See Contact Details
Ensure the Right Context Panel is expanded.
Verify the conversation is linked to a contact record.
FAQ
How do I switch between different conversation types?
You can switch between personal, team, and internal chat conversations from the Inbox Panel by selecting the desired inbox.
Can I filter conversations by tags?
Yes. Apply tags to conversations and use filters with AND/OR operators to refine results.
How do I collaborate privately with my team?
Use internal comments and @mentions. Internal comments are only visible to your team members.
Can I send messages through multiple channels in one conversation?
Yes. You can switch between email, SMS, WhatsApp, and internal comments within the same conversation thread.
Where can I see contact details and related records?
All contact details, activities, documents, and payments are available in the Right Context Panel.