URL: https://www.mangomint.com/learn/viewing-conversations/ [Home](/learn/) [Clients](/learn/help-articles/clients/) [Client Communication](/learn/help-articles/clients/client-communication/) # Viewing Conversations - - - You can view a client’s entire communication history in one streamlined conversation, including: - [Phone call, text, and voicemail](/learn/help-articles/phone-calls-and-texting/) history. - [Automated messages](/learn/help-articles/automated-messages/) the client has received. - [Flow messages](/learn/help-articles/automated-flows/) and [campaigns](/learn/help-articles/campaigns/) the client has received. To view conversations, you must be an Admin user, or you must have the following [permissions](/learn/staff-member-permissions/) enabled in **Staff Member** settings: - **Can view individual conversations: **Allows you to view conversations for clients who are visible to you. - **Can view all conversations: **Allows you to view conversations for all clients via the **Inbox **app, including web chat conversations. ## Link copiedViewing conversationsLink copied Staff members have a **shared** view of all conversations. For example, if one staff member replies to a client, other staff members can see the reply if they have [permission](/learn/staff-member-permissions/) to view the conversation. You can view conversations from the appointment details, client details, and **Inbox** app, as shown below. Appointment details: Client details: **Inbox** app: When viewing a conversation: - The message type displays below each message, such as automated email, marketing email, etc. - The exact date and time that a message was sent or received displays when hovering over the timestamp using a desktop. ## Link copiedViewing web chat conversationsLink copied You can view [web chat](/learn/help-articles/web-chat/) conversations via the **Inbox** app. - Web chat conversations display anonymous users such as **Pink Apple **or **Purple Strawberry**. - The **Live **indicator lets you see at a glance which users are currently active on your website. Live conversations always display at the top of the conversation list. - The exact date and time that a web chat message was sent or received displays when hovering over the timestamp using a desktop. ## Link copiedConversation statusesLink copied When viewing conversations in the **Inbox** app, conversations are either **Open**, **Closed**, or **Spam**. ### Link copiedOpen conversationsLink copied Open conversations are active conversations that may require a response from a staff member. A conversation will be considered open if: - A text or web chat message is received. - A text or web chat reply is sent. - A phone call is missed. - A voicemail is received. The **Inbox** app displays a badge if there are any open conversations. The number on the badge reflects the number of open conversations across all locations enabled for the staff member in **Apps > Staff Members > Locations**. If there are more than 10 open conversations, the badge displays a dot instead of a number. An [appointment icon](/learn/calendar-color-key-icons/#appointment-icons) also lets you see if a client has an open conversation. In the appointment details, the message icon will have an orange dot if the client has an open conversation. ### Link copiedClosed conversationsLink copied Closed conversations are inactive conversations that usually don’t require a response from a staff member. Open conversations will be closed automatically after three days if there is no activity. To adjust this time window, go to [Apps > Settings > Automated Messages > Advanced Settings > Auto-Close Inactive Conversations](/learn/advanced-settings-automated-messages/). Open conversations can also be closed manually by selecting **Send and close** or **Close**. ### Link copiedSpam conversationsLink copied Spam conversations include calls that were not connected after being [screened](/learn/spam-call-screening/). You can also manually mark conversations as spam or not spam (including web chat conversations). Marking conversations as spam can help keep the **Inbox** app more organized by making spam conversations less visible. To mark a conversation as spam, select **Mark as spam** from the "..." menu when viewing the conversation. To mark a conversation as not spam, select **Mark as not spam**. This will change the conversation back into either an open or closed conversation. Calls from this phone number will also no longer be [screened](/learn/spam-call-screening/) going forward. ## Can't find what you're looking for? with us to talk to a real person and get your questions answered, or browse our [on-demand videos](/videos/). *** [](/) © Mangomint, Inc. All rights reserved.