What Is the Conversations Experience?

The Conversations module has been redesigned for faster navigation, clearer layouts, better filtering, and easier reply management. The new experience includes:

The new Conversations layout is organized into four main panels:

Each panel keeps a specific type of information separate so users can scan, reply, and update contact details without changing pages.

The Inbox Panel controls which group of conversations you are viewing.

Use the Inbox Panel to switch between:

Users with assigned data access may only see the inboxes available to their permissions.

The Chat List Panel shows the conversations that match the selected inbox, tab, or saved view. Use this panel to:

Unread counts update in real time when new messages arrive or when conversations are marked as read.

The Message History Panel is the main reading and reply area.

Use this panel to:

The composer channel selector lets you choose how to reply without leaving the conversation. Available channels may include:

The selected channel remains available when you collapse and reopen the composer in the same conversation.

Internal Comments are private notes visible only to your team.

Use Internal Comments when you need to:

Internal Comment drafts can persist when switching channels, collapsing the composer, or moving between conversations.

Use the message filter in the Message History Panel to show specific timeline items.

You can filter by items such as:

Use the search field inside the filter menu to find a message or activity type faster.

The Right Panel shows contact context next to the conversation.

Use the Right Panel to:

Conversation filters help narrow the Chat List Panel to specific conversations.

Use filters to find conversations by criteria such as:

A filtered list can be used as a focused work queue.

Conversation filters support AND and OR logic. Use AND when a conversation must match every selected condition.

Example: Show conversations tagged buyer AND assigned to a specific user.

Use OR when a conversation can match any selected condition.

Example: Show conversations assigned to User A OR User B.

The email composer supports longer replies, formatting, attachments, CC, BCC, and inline thread replies. Use the email composer to:

When replying to an email thread, the composer can open inline near the active email. Inline replies keep the message context visible while you type. Use the delete icon in the composer to discard the draft. Use the reply icon on the message to start or continue a reply.

Keyboard shortcuts help users navigate Conversations faster.

Press? Inside Conversations to open the full shortcut panel.

Common shortcut areas include:

Your permissions may only allow assigned data access. Users with assigned data access may see My Inbox and Internal Chat, but not Team Inbox.

Unread counts now update in real time and remain visible across inbox tabs. The count may change immediately when new messages arrive or when conversations are marked as read.

A reply channel only appears when that channel is connected and available for the selected contact or account.

Check whether your filters use AND logic. AND requires every condition to be true. Switch to OR when conversations should match any condition.

Yes. Existing saved replies, templates, and signatures remain available in the new composer.

No. Press? in Conversations to view the available keyboard shortcuts.

Yes. Use the Filter icon to filter by channels such as Email, SMS, WhatsApp, and other available channels.

Yes. Use AND/OR logic to combine tags, owners, assignments, and other available filter conditions.

No. Existing workflows and triggers tied to Conversations continue to work as before.

Open the channel selector in the composer and choose Internal Comment. Internal Comments are private and visible only to your team.