Viewing Conversations

You can view a client’s entire communication history in one streamlined conversation, including:

• Phone call, text, and voicemail history.

• Automated messages the client has received.

• Flow messages and campaigns the client has received.

To view conversations, you must be an Admin user, or you must have the following 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.

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Viewing conversations

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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 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.

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Viewing web chat conversations

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You can view 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.

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Conversation statuses

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When viewing conversations in the Inbox app, conversations are either Open, Closed, or Spam.

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Open conversations

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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 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.

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Closed conversations

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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. Open conversations can also be closed manually by selecting Send and close or Close.

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Spam conversations

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Spam conversations include calls that were not connected after being screened. 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 going forward.